Miss F and Mr G complained that Flintshire County Council had failed to respond to their complaint relating to school transport. Miss F and Mr G had initially complained in September 2023 and asked for the complaint to be escalated further in January 2024.
The Ombudsman found that the Council had failed to escalate the complaint to Stage 2 of its complaints procedure in January 2024 when it was requested to do so, causing frustration to Miss F and Mr G. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Miss F and Mr G for failing to escalate their complaint, explain why the complaint was not escalated, offer a £25 redress payment, and issue a Stage 2 complaint response within 4 weeks.