Mr A complained that the contents of a Subject Access Request he received from the Council contained several internal conversations that were unprofessional and rude.
The investigation found examples of communication within the material provided that did not appear to treat Mr A’s complaint with sensitivity or respect.
In order to resolve Mr A’s complaint, the Council agreed to apologise to Mr A for the Council’s lapse in professionalism when considering his complaint and to remind relevant staff of good customer service principles. The Ombudsman considered that the action the Council had agreed to take was reasonable and the matter was settled.