Ms D complained that Neath Port Talbot Council failed to provide a complaint response about the lack of support provided to her daughter.
The Ombudsman decided that whilst the Council had responded to Ms D, it had failed to log her concerns as a complaint. She said that this caused frustration and uncertainty to Ms D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Ms D, provide an explanation for this failure, and issue a Stage 2 complaint response within 3 months.