The Ombudsman found that Mr P had complained to the Council, but it had failed to process the complaint in accordance with its complaints procedure and had not considered the complaint at stage two. The Ombudsman said this caused inconvenience and uncertainty for Mr P. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr P for not processing the complaint correctly and to provide Mr P with a stage two complaint response within20 working days.