The Ombudsman found that, while the Council provided a stage 1 complaint response, it did not inform the complainant of their right to pursue the matter to the stage 2 procedure. The Ombudsman said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement, within 1 week, to notify Mrs X that the Council will begin to consider her complaint under the stage 2 procedure and inform her that a response will be issued within 7 weeks. The Council also agreed, within 7 weeks, to issue the stage 2 complaint response that will include details of what action will be taken, an apology and explanation for the delays and for not informing Mrs X of her right to escalate the matter and a financial redress offer of £150 in recognition of the delays.