Mrs A complained that following her complaint to Vale of Glamorgan Council it failed to provide a Stage 2 complaint response.
The Ombudsman found that whilst the complaint was escalated to Stage 2 procedure, Mrs Ahad not received the final Stage 2 response. The Ombudsman said this caused uncertainty and frustration for Mrs A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 6 weeks, issue the final Stage 2 complaint response, apologise and provide an explanation for the delay.