Miss X complained that the Council failed to respond to her complaint about social services , and further failed to respond to her letters.
The Ombudsman decided that the Council should contact Miss X (within 5 days) to establish if she would like her complaint dealt with at stage 1 or 2 of the social services complaints procedure. Thereafter, it should handle Miss X’s complaint in accordance with the statutory timeframes. It should also apologise to Miss X for failing to respond to her letters.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.