Mr L complained that Vale of Glamorgan Council had failed to follow its complaints procedure and had not addressed all his concerns in its complaint response to him.
The Ombudsman concluded that the Council had not provided M L with information on its complaints procedure or responded to all concerns raised. She said this caused frustration and confusion for Mr L.
As an alternative to an investigation, the Ombudsman sought and gained the Council’s agreement to start a stage 2 investigation, provide Mr L with a complaint response and issue a time and trouble payment of £150 within 30 working days. The Council also agreed to communicate its obligation to advise complainants of its internal complaint procedure.