The Ombudsman found that the Council failed to pass the complaint for formal consideration under its complaint process. This caused additional frustration and uncertainty for Mrs K. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to formally log the complaint and to write to Mrs K, within 2 weeks, to apologise and explain the oversight. To confirm that the complaint is being formally considered and to offer£100 financial redress.