Ms A complained, on behalf of Ms B, that Flintshire County Council failed to respond under Stage 1 of its complaint process, to a complaint raised in August 2025. That it failed to escalate to Stage 2.
The Ombudsman found whilst the Council issued its Stage 1 response, which included an apology, after the complaint had been submitted to her office, there had been a significant delay responding. This caused additional frustration and uncertainty for Ms B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council to offer Ms B £150, within 2 weeks, for the time and trouble experienced.