Report Date

18/12/2024

Case Against

Swansea Council

Subject

Other

Case Reference Number

202406755

Outcome

Early resolution

Miss S complained that Swansea Council had failed to formally investigate a complaint she raised concerning free school meals or payment in lieu.
The Ombudsman found that the Council had treated Miss S’s complaint as a service request but had failed to inform her. This caused additional frustration and uncertainty for Miss S. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Miss S, within 2 weeks, to apologise and open a Stage 2 investigation.