Mr A complained that Denbighshire County Council had not responded in a timely manner to his requests for assistance with initiating an insurance claim for damage caused tohis property. He said that there were delays throughout the whole process, and that the Council had not responded tohis complaint.
The Ombudsman decided that whilst the aspects of Mr A’s complaint relating directly to the insurance claim could not be considered under the Council’s complaints process, the Council had incorrectly said it was unable to consider any aspect of the complaint. She said that this caused frustration for Mr A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr A and to provide a response to the issues that fell within its complaints process, within 2 weeks.