PROTECT

Dear Sir

I
write further to your email of 16 May 2014 in which you wish to
complain about a member of my team, Zoe Wilkinson. I am writing in my
capacity as Ms Wilkinson’s line manager.

As
I understand matters you complained to us about Mersey Care NHS Trust.
However following this you also had concerns about matters relating to
council services. We explained to you that we cannot look at complaints
about councils and Ms Wilkinson referred you to the Local Government
Ombudsman (the LGO).

Ms
Wilkinson informs me that you asked her to forward your email to the
LGO. I understand that she contacted the LGO but they explained that
they do not have an email address and that you would need to complete
their online email form. When Ms Wilkinson explained this to you, I can
see that you wanted the matter to be escalated to a manager.

You
explain that you received error messages when you sent emails to the
LGO. From the information they have provided to us, you can only raise
your complaint in email format via their online form. If you still wish
to take your complaint forward with the LGO, I recommend that you
complete their online form at the following address:

http://www.lgo.org.uk/forms/ShowForm.asp?fm_fid=62

I
should explain that although we do try to assist complainants wherever
possible, we are unable to change the format that other Ombudsman, such
as the LGO, accepts complaints. I can see that Ms Wilkinson contacted
the LGO and attempted to forward your complaint but you now need to
complete their form to pursue the matter further.

I
am satisfied from this information that Ms Wilkinson’s actions were
reasonable and that she tried to assist you in taking your complaint
forward. I am sorry if you felt unhappy with any aspect of our service
and I thank you for taking the time to raise your concerns however I
will not be taking any further action on your complaint.

I wish you the very best in taking your complaint forward.

Yours faithfully

Rosie Nolan

Customer Service Manager

Parliamentary and Health Service Ombudsman

T: 0300 061 1593

E: rosemarie.nolan@ombudsman.org.uk

W: www.ombudsman.org.uk

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