Mrs B complained that Cardiff Council had failed to adequately address her concerns and refused to formally respond to her complaint.
The Ombudsman found that whilst the Council had correctly refused to respond to her complaint under the Social Services Complaints Process, the Council could have responded under its Corporate Complaints Process. She said that this caused frustration and uncertainty to Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mrs B to provide an apology for the failure to consider her complaint under the Corporate Complaints Process and to issue a Stage 1 complaint response within 3 weeks.