Ms B complained that Pobl failed to address and resolve certain matters of her complaint in its complaint response.
The Ombudsman found although most matters of Ms B’s complaint had been addressed, certain issues had not been addressed. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained Pobl’s agreement to provide a full complaint response specifically addressing the matters that were missed, along with an apology and explanation for the oversight.