Mrs A complained that Bridgend County Borough Council had failed to respond to her stage 2 complaint concerning its handling of her Disabled Facilities Grant. The Ombudsman found that the Council had failed to issue a stage 2 complaint response to Mrs A in line with its complaints procedure.
The Ombudsman said this caused uncertainty and frustration for Mrs A, and she decided to settle the complaint without an investigation. The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, offer an apology and explanation to Mrs A for the delay and to issue a stage 2 complaint response.