Ms K submitted a second complaint which did not fall within the Association’s complaints process but it had failed to explain the reasons. This caused additional frustration and uncertainty for Ms K. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Ms K, within 7 working days, to apologise and explain the actions taken to remove the unmonitored email address and explain why her complaint does not fall within the complaint process.