Mrs B complained that Vale of Glamorgan Council failed to provide a response to her Stage 2 complaint, which she made to it on 27 September 2023.
The Ombudsman found that the Council had not logged Mrs B’s complaint due to a system failure which incorrectly identified Mrs B’s email as SPAM, which in turn was deleted from its system after 30 days. She said that this caused frustration and uncertainty to Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr B with an apology and explanation for the failure to log her Stage 2 complaint, offer £50 redress for her time and trouble in making her complaint to the Ombudsman and issue a complaint response within 4 weeks.