Miss X complained that a refund owed to her from the Association’s window cleaning services had not yet been refunded to her. Miss X also complained that despite putting a formal complaint to the Association, she had yet to receive a response.
The Ombudsman was concerned that Miss X had yet to receive a response from the Association, and that she had also encountered delays in receiving a due refund. As an alternative to an investigation, the Ombudsman contacted the Association and it agreed that it would issue Miss X with an apology letter for the lack of communication by 30 August 2022. The Association also agreed that it would refund the amount that Miss X is owed, along with a time and trouble payment, amounting to a payment of £100 by 30 August 2022. The Ombudsman accepted this as a resolution to Miss X’s complaint.