Miss B complained that Cardiff Council had failed to respond to her complaint concerning Special Guardianship allowance.
The Ombudsman found that the Council had failed to issue its Stage 1 response in line with the Social Services Complaints Process. This caused additional frustration and uncertainty for Miss B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue its complaint response, which should include an explanation and apology for the delay, and oversight, within 20 calendar days of the Ombudsman’s decision.