Ms X complained that the Council had failed to investigate and respond to her complaint about an increase in nursing home fees.
In considering the complaint, the Ombudsman was concerned that the Council had not responded to Ms X despite informing her in August 2021 that enquiries were being made. As an alternative to an investigation, the Ombudsman asked the Council to complete the following in settlement of Ms X’s complaint:
By 21 April 2022,
a) Provide Ms X with an apology for failing to respond
b) Provide Ms X with a full response to her email
