Ms A’s complaint was not considered by the Council due to the matters being out of time and ongoing legal proceedings taking place. However, the Ombudsman found that the Council did not give a final response to Ms A’s last correspondence about this complaint to explain to her why the complaint could not be considered. This lack of clarification caused Ms A confusion and frustration.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, provide an apology and explanation letter for not responding to Miss A’s last correspondence.