Mrs B complained that Bridgend County Borough Council had not escalated her complaint to stage two of the social services complaint procedure.
The Ombudsman found that there had been a delay by the Council to progress Mrs B’s complaint as it had instead offered her a meeting. She said this caused delays and frustration for Mrs B. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mrs B, pay her redress of £50 for the delay and to appoint an independent investigator within one month.