Source · PSOW (Public Services Ombudsman for Wales)

Swansea Council

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202406755 Sector Local Government Category Other Decided 18 December 2024

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Complaint record keeping failures

Full decision

Miss S complained that Swansea Council had failed to formally investigate a complaint she raised concerning free school meals or payment in lieu.

The Ombudsman found that the Council had treated Miss S’s complaint as a service request but had failed to inform her. This caused additional frustration and uncertainty for Miss S. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to write to Miss S, within 2 weeks, to apologise and open a Stage 2 investigation.

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