The Ombudsman decided that the Council had not informed Mr E that he had completed its complaints process and failed to address all elements of his complaint. She said this caused frustration and uncertainty to Mr E. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr E, provide an explanation for the failure, offer to pay £50 redress and issue a Stage 2 complaint response which addresses Mr E’s outstanding concerns by 12 June 2023.