Report Date


Case Against

Swansea Council


Complaints Handling

Case Reference Number



Early resolution

Mr A complained about the Council’s complaints handling, its initial failure to respond to his complaint and that it provided a contradictory response in its Stage 1 and Stage 2 complaint responses on one aspect.

The Ombudsman determined that the first issue was out of time for consideration. However, he was concerned that the responses provided were contradictory. He decided to settle the complaint without an investigation.

He sought the Council’s agreement to, within one month, apologise for the discrepancy in its responses and explain how it had occurred.