Mr H complained that Cardiff Council failed to follow its internal complaint process. A complaint was delivered by hand on 20 July 2023. He made contact via the online form on 8 August seeking an update. Mr H had not received a response.
The Ombudsman contacted the Council and was advised that it attempted to make contact with Mr H following the online contact form to explain that it could not trace his original complaint and sought additional information. The Ombudsman found that the email was sent to the incorrect address. She decided to settle the complaint without proceeding to investigation.
The Council agreed to write to Mr H, within one week, to apologise directly for the error, to explain what went wrong and offer £100. It also agreed to seek the information required to open a new complaint.