Complaint against charity

I'm not in the least surprised, OP; sadly, "they were nasty to me" is standard practice among many who receive a complaint and hope it'll get them off the hook

I wouldn't waste time expecting the council to deal with this - or anything at all, come to that - but wonder if there's anyone else available to provide the service?
If it's a caring-type role it would be unusual for there only to be one such agency and perhaps a change might work best in the end?

Ok, so there is something odd here. I would go back and ask specifically if calls are recorded. If so they should have sent you a copy with the DSAR, so point out the admission and ask for it to be sent.

If not, then why is there no reference to it? If a user is abusive then this is a serious matter and it would have been recorded. If not then I think you are entitled to ask if any of this has any basis in fact.

Are they not recorded or have identifying details been redacted?

I don't know how to help but I'm giving this a hopefully helpful bump.

Totally this !

Schools, Camhs, medical settings all do this kind of thing.

I hope you get the right outcome here. It's awful when it is a health related charity for the vulnerable because you feel awful complaining anyway. When my mother was dying I had Marie Curie nurses stay overnight a few nights a week who were wonderful. One night we were sent a nurse who had never been before and she asked what the usual night time routine was. Because my mother was barely conscious by then, whenever a new nurse arrived as her main carer I just briefly went through our nighttime routine so that they knew when my mother usually had her medications etc. I barely opened my mouth to speak and she looked straight at me and said "I was speaking to her not you!". I literally stood there with my mouth wide open. I felt like a naughy little girl who had not asked for permission to speak. I called them the next morning and said i've never been spoken to like that in my own home in my life, please don't send her again. It was awful because I felt terrible saying anything anyway and they usually only used nurses with a certain kindly manner because it was a such a sensitive time during end of life care. The whole situation really shook me. I just couldn't believe the way I was being spoken to in my own property. I'm all for healthcare staff having assertiveness and being confident but there's no need for rudeness.

Is it council funded? If so I'd involve the LA too

Keep persevering op, calmly and firmly, because this is classic reaction when they know they are in the wrong.

So you might write something like:

Heading: Data Subject Access Request

I would like to make a data subject access request in respect of XXXX.

In particular I would like to obtain copies of:

-any recorded calls;
-any data held on xxx on any of your systems;
-any emails which mention xxxx
-any WhatsApp messages or similar groups which mention xxxx

Please supply this for [period the service has been used].

please ensure that this note is forwarded to your Data Protection Officer (DPO).

Go on to the website and.see if you can search subject access request. If you cannot see anything write to them requesting the informatuon you require which shoild be all of the data they hold and spe ifically any telephone records. A subject access request is free

As a thought I would make a data subject access request (DSAR). Specifically I would ask for any call recording that has been done and your relatives file as a whole (they may have to make the DSAR themselves. This would highlight that there is no history of abuse and if they call record you can here exactly what as said.

But yeah, my advice is to always interact with health and social services as if you have been wrongly accused of a serious crime, because you soon will be: record all your conversations, get witnesses, and know the law where relevant. You don't need to be adversarial, but you do need to protect yourself.