20th September 2017
Please ask for
Dear Mrs O’Reilly
I write in response to your Freedom of Information request dated 22nd August 2017 in respect of the
time taken by the Authority to respond to complaints.
I have provided the answers and some additional information for contextual purposes below, all of
which relate to the period between 22nd August 2016 and 22nd August 2017
You requested: ‘In the past 12 months, and at todays date’:
1. How many complaints have been made to or referred to the complaints department?
A total of 420
contacts have been referred to the complaints departments during the period
stipulated. These numbers relate to the total activity/cases referred to the complaints
This includes all concerns and enquiries submitted via the Council’s online complaints form
on its website, concerns received by post and contacts from the office of the Public Services
Ombudsman for Wales. It must also be noted that not all of these contacts will have been
categorised as ‘complaints’ because following initial assessment by the complaints officer, it
may be that the contact is a service request, or an enquiry and will be addressed under
different policies. The above figure does not include FOI activity which is also a responsibility
of the complaints officers. Of the contacts received, 186 Stage 1 and Stage 2 complaints were recorded within the
200 online concerns and complaint forms were received 34 contacts were received from the Public Services Ombudsman for Wales
2. How many of those complaints were fully investigated (stage 2) and in how many of
these instances was a response sent to the complainant within 20 working days?
Of the concerns/complaints activity received, and responded to as a Stage 2 complaint under
the Corporate policy (where there is a prescribed response date of 20 working days), there
Stage 2 complaints during this period.
were responded to within the prescribed timescale of 20 working days. 2
The Social Services Complaints Procedure (Wales) Regulations 2014 allows 25 working
days for completion after confirmation of the complaint with the Investigating Officer.
There was 1
Stage 2 Social Services complaint – and this was not responded to within the 25
working days. However, the complainant was kept informed of the delays.
3. How many complaints were investigated by an Independent investigator and who
chooses who can work as an independant investigator for the LA?
cases were assigned to an Independent Investigating Officer under the Corporate
There was 1
Stage 2 complaint investigated by an Independent Investigating Officer under
the Social Services Complaints Procedure (Wales) Regulations 2014 during this period.
The Social Services Complaints Procedure (Wales) Regulations 2014 requires that all Stage
2 complaints are investigated by an Independent Investigator.
Independent Investigators are identified from a list of specialists/ /experts (in Social Services
cases) which is shared between local authorities across Wales, or identified via discussion
with colleagues or counterparts in neighbouring authorities.
4. How many complaints were made where no response, or only a holding response was
sent in 20 working days?
All complaints where an investigation under Stage 2 of the Corporate Complaints policy has
been confirmed upon acknowledgement will have received an update on their complaint if
their response is delayed for whatever reason.
Stage 1 complaint responses are due within 10 working days.
5. How many complaints were upheld? How many were upheld in part and how many
were not upheld?
Upheld in whole or part
Referred to frontline staff and resolved
Complaint about service not provided by this body
Quick Fix / Voluntary settlement
6. How many complaints received no reply whatsoever?
None – all cases that are confirmed as being addressed under Stage 2 will have received a
response or an update to their complaint (aside from those which are open at the time of this
7. How many complaints were investigated by the PSOW?
4 complaints were investigated by the PSOW.
8. How many complaints investigated by the PSOW were upheld, either in part or in full?
No cases have been upheld (wholly or in part) by the PSOW during the time covered by this
I trust that the above information is useful, however should you wish to complain about the way in
which your request has been handled, the Authority operates an internal review procedure. If you
wish to utilise this procedure then please write to, Mr Alun Williams, Cyngor Sir Ceredigion County
Council, Neuadd Cyngor Ceredigion, Penmorfa, Aberaeron, Ceredigion, SA46 OPA or via email