Mr B complained that Carmarthenshire County Council failed to respond to his Stage 2 complaint.
The Ombudsman found that although the Council had apologised for the delay and provided updates to Mr B, it had failed to issue a Stage 2 complaint response. The Ombudsman said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue a Stage 2 complaint response to Mr B within 24 working days.