Mr X complained that the Council had failed to comply with the Social Services Complaints Procedure (Wales) Regulations 2014 by failing to respond to his complaint in a timely manner.
The Ombudsman contacted the Council which agreed to conclude its investigation and issue its Stage 2 response no later than 20 May 2022. It agreed to include an apology for the delay in concluding its investigation and for failing to keep Mr X updated. The Ombudsman considered this an appropriate resolution to the complaint as an alternative to an investigation.