Mr G complained that Rhondda Cynon Taff Borough Council failed to comply with its complaint’s procedure in relation to his concerns about children’s social services.
The Ombudsman found that there had been a delay in the Council issuing a Stage 1 complaint response. Furthermore, the Council failed to respond to all of Mr G’s emails. She said that this caused frustration and uncertainty to Mr G. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide the necessary apologies and explanations for the oversights and issue a Stage 2 complaint response within 5 weeks.