Mr G complained that Cardiff Council failed to respond to a Social Services complaint submitted in January 2025.
The Ombudsman found that the Council failed to inform Mr G there was a delay with its investigation. This cause additional frustration and uncertainty for Mr G. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to pay Mr G £50 financial redress, within 2 weeks, for failing to comply with its complaint process.