Miss X complained that Cardiff Council failed to provide the stage 2 complaint response after she escalated her complaint.
The Ombudsman found that the Council had overlooked the request for a stage 2 investigation. The Ombudsman said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 8 weeks, issue the stage 2 complaint response that will include an apology and explanation for the delays. It will also include a financial redress offer of £150. The Council also agreed to provide monthly updates if it is not in a position to issue its response within this timeframe and include and estimated date of completion.