Summary
Mr C was involved in correspondence with the council about a transport issue and submitted a complaint. He received an acknowledgement email but no further response from the council that referred to the complaint or dealt with the issues he had raised. Mr C raised his complaint with us. We found that the council had received the complaint but a procedural failure meant that the relevant department had not taken action on it. In light of this, we upheld Mr C's complaint and made recommendations.
Recommendations
We recommended that the council: apologise to Mr C for failing to respond to his complaint; respond fully to Mr C's complaint; and undertake a practical test to confirm that the further training given has been successful in ensuring that no further correspondence is missed.
Related reading
View Decision Report 201402721 as a PDF (12.67 KB) Updated: March 13, 2018