Monmouthshire County Council
Mr A and his brother complained that the Council did not provide them with a timely response to their complaint and that their voices were not heard. They also complained that the Council did not provide them with a follow-up Stage 2 complaint response, given they were dissatisfied with the Council’s initial complaint response.
Contact was made with the Council who confirmed that a Stage 2 response was not provided because the complainants had not requested a Stage 2 investigation. Mr A and his brother’s complaint was settled on the basis that the Council agreed to contact Mr A and his brother to start a Stage 2 investigation.