Since March, we have published 31 decisions of full investigations.
52% of our recently published investigations show evidence of poor complaints handling. These issues can have fundamental, negative impacts on complainants’ lives and wellbeing.
In one case published this month (202401974), a family made life changing decisions based on uncertainties around a potentially terminal cancer diagnosis. They then had to go through a lengthy complaints process, adding unnecessary strain at a deeply distressing time, despite clear opportunities to identify failings much earlier.
These cases demonstrate both the severity and breadth of the issues we handle, with findings ranging from misdiagnosis and delays in healthcare to the administrative handling of benefit payments.
In another case (202401604), we found failings in how Midlothian Council managed the end of an adoptive placement due to irreconcilable behavioural difficulties and a breakdown in the relationship. The findings included weaknesses in the accuracy of assessment reports, information sharing between authorities, and the involvement of the adoptive parent in ongoing care planning.
Our recommendations focused on improving decision making and governance, including ensuring that reports are balanced, evidence-based, and fully reflect all relevant information, and that clear processes are in place for case transfer, independent oversight, and post-placement review.
This case highlights the role our work plays in improving how services make and record decisions affecting vulnerable children, helping to ensure greater transparency, accountability, and better outcomes in future.