Mr B complained that Rhondda Cynon Taf County Borough Council refused to escalate his complaint to Stage 2 of its corporate Complaints Procedure.
The Ombudsman found that the Council had improperly refused to escalate Mr B’s concerns. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr B with an apology for the failure to escalate his complaint and issue a Stage 2 complaint response within 3 weeks.