Ms Q complained that Powys County Council failed to respond to a complaint raised about Social Services.
The Ombudsman found the Council had not processed Ms Q’s complaint as expected, under its complaint process. This caused frustration and uncertainty for Ms Q. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to log a complaint under Stage 2 of its Social Services complaint process and to write to Ms Q, within 2 weeks, with its apology and explain what went wrong with the way it handled her complaint.