Complaints Handling : Swansea Council
Report date
29/01/2022
Subject
Complaints Handling
Outcome
Early resolution
Case ref number
202106178
Report type
Early resolution
Relevant body
Swansea Council
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.