Summary: Mr B complained that the London Borough of Camden failed to provide an agreed remedy following an earlier complaint to us.

Finding

The Ombudsman upheld the complaint and found fult causing injustice.

Recommendations

To remedy the injustice caused to Mr B  the Council has agreed to:

• apologise to Mr B for the slow and inadequate apology it provided on his earlier complaint and for its failure to complete the action agreed to improve its handling of future complaints;
• pay Mr B £250 to recognise the further injustice he was caused in the form of avoidable frustration and time and trouble as a result of the delayed apology;
• explain the steps it will take to ensure staff are clear about how to properly address and respond to complaints in future, as this remedy from Mr B’s original complaint is still outstanding; and
• explain how it monitors and implements our recommendations, to prevent similar mistakes from happening again.

Ombudsman satisfied with Council's response: 02 December 2021.

Print this page