The Ombudsman found that whilst the Association had responded to Miss D’s Stage 1 complaint, it had initially closed her Stage 2 complaint in error without taking any action. Whilst the Ombudsman has since re-opened the Stage 2 complaint, the Ombudsman found that this had caused frustration and uncertainty to Miss D and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Miss D with an apology for the failure identified and for the delay in issuing a response and to issue a Stage 2 complaint response within 15 working days.