The Ombudsman found that Mr X had complained to the Association in January 2025. However, the Association had failed to provide a complaint response. She said this caused uncertainty and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 2 weeks, offer an apology to Mr X for the oversight in not providing a complaint response, issue a stage 1 response and offer £100 redress for the oversight and for his time and trouble in making a complaint to the Ombudsman.