The Ombudsman found that the Association had failed to respond to Ms Y’s complaint. She said this caused frustration and uncertainty for Ms Y. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to, within 2 weeks, offer an apology and explanation to Ms Y for the delay, issue its stage 2 complaint response and offer Ms Y £50 financial redress for her time and trouble in making a complaint to the Ombudsman.