Mr and Mrs X complained that Conwy County Borough Council had failed to provide them with a further response following the escalation of their complaint.
The Ombudsman found that Mr and Mrs X had corresponded with the Council following its Stage 1 complaint response and the Council had agreed to provide Mr and Mrs X with a further response. However, it said that it did not believe that Mr and Mrs X would be happy with any further response and it should have escalated their complaint to stage 2. The Ombudsman said this caused delay and frustration to Mr and Mrs X and decided to settle the complaint without an Investigation.
The Ombudsman sought and gained the Council’s agreement to issue its further response and should Mr and Mrs X be dissatisfied with the response it will escalate the complaint to a stage 2 within 2 weeks. The response will also offer an apology for the delay and lack of updates. The Council also agreed to offer £150 in recognition of the delay, lack of updates and for the time and trouble taken by Mr and Mrs X complaining to the Ombudsman.