Mr Q complained that Grwp Cynefin failed to respond to issues raised regarding its involvement with his family following his separation from his children’s mother.
The Ombudsman found that the Association failed to keep Mr Q updated with the complaint and the reasons for the delay in concluding its investigation. This caused additional frustration and uncertainty for Mr Q. She decided to settle the complaint withoutan investigation.
The Ombudsman sought and gained the Association’s agreement to apologise to Mr Q, explain the reasons for the delay and issue its complaint response within two weeks.