Summary: We will not investigate this complaint about the Council’s failure to complete its complaints procedure or pay the offered compensation. The Council has agreed to increase the compensation in recognition of the failures. We are satisfied with this proposal.

The complaint

1. Mr X complains the Council failed to complete its complaints process or provide him with the offered compensation for year.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(i), as amended)

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How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council recognises:
• its’ failure to respond to concerns Mr X raised in March 2024
• its’ failure to follow its complaints procedure; and
• its’ failure to pay the compensation offered in respect of these failures.
6. In response to my request, the Council has agreed to increase the amount of compensation by £100 in recognition of the further delay. It will pay Mr X the following:
• £40 for a failure to comply with its service level agreement.
• £300 for time, trouble and inconvenience; and
• £200 for poor complaint handling

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Final decision

7. We will not investigate Mr X’s complaint because we are satisfied with the Council’s proposal to pay Mr X a total of £540 in recognition of its failures to deal with his concerns and complaints according to its published procedures.

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Investigator's decision on behalf of the Ombudsman