Mr B complained that Hafod Housing Association had informed the Ombudsman that he had not made a complaint to it, but it had provided him with a complaint response.
The Ombudsman found that the Association had provided inaccurate information to her office, and it had prematurely referred Mr B to complain to her office before he had received a full and final complaint response. She said that this caused frustration for Mr B and had inconvenienced him. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to apologise to Mr B, provide a full and final complaint response to him, and make a £50 redress payment within 6 weeks.