Miss X complained that Ceredigion County Council (“the Council”) failed to address her complaint about Social Services in a timely manner.
In considering Miss X’s complaint, the Ombudsman was concerned about the significant delays in responding to her complaint, that she had not received a response, and was inconvenienced by the Council’s actions. He decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to: • Offer Miss X a ‘time and trouble’ payment of £150.
• Provide Miss X with a formal apology for the failures identified in relation to the handling of her complaint.
• Investigate her complaint in accordance with the the Social Services complaints procedure.
The Council agreed to carry out these action within 4 weeks.