Mum’s complaints regarding her son’s care by Reading children’s services were not upheld, but she got 100 pounds.
The trouble started with disagreements about her son’s needs. She and BFfC went back and forth for years. She first complained way back in December 2020. BFfC replied during January 2021, but she wasn’t happy.
She continued to complain further. Rules were followed, so they investigated, and the investigation resulted in a decision letter in 2021. In April 2022, she stated she never received the letter, and she still did not like the result even after email delivery.
She tried to get someone to represent her. Ultimately, she had to face the issues alone. The stage three hearing took place during December 2022. She felt the complaints manager arranged it poorly, and she could not participate emotionally, so it went on without her.
She asked the Local Government Ombudsman to check everything. She stated BFfC and the council messed up the process, and she also added they failed to address her concerns.
The ombudsman saw delays with stage two and three. However, they thought she didn’t prepare for stage three. So, she received £100 and an apology for the stage two delay. BFfC and the council completed these actions quickly.
A BFfC spokesperson agreed with the Ombudsman’s results. The council manages BFfC complaints. They acted properly, adjusted their process, and followed the rules. Regardless, they apologized and paid the symbolic amount.