Miss A complained that Wrexham County Borough Council failed to
address her concerns regarding contact with her nephew.
The Ombudsman found that the Council failed to formally address the
concerns under the relevant complaint process. This caused additional
frustration and uncertainty for Miss A. She decided to settle the
complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to log the
complaint under Stage 2 of its complaint process, within 1 week and to
issue its complaint response, within 4 weeks.