Summary: We have upheld this complaint about complaint handling because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mr X.

The complaint

1. Mr X complained the Council deleted his complaint and did not allow him to complete the complaint process.
2. Mr X said it caused distress and left him without resolution.
3. Mr X would like his complaint considered.

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How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Council has a complaints process and policy that allows members of the public to make complaints about the services the Council provides. Mr X made a complaint to the Council about the housing service. When he did not receive a response, he brought his complaint to the Ombudsman.
7. In our enquires the Council could not provide evidence to show it had considered Mr X’s complaint.
8. If we investigated this complaint, it is likely that we would find the Council at fault because it could not provide evidence showing it had considered Mr X’s complaint.
9. We therefore asked the Council to consider remedying the injustice caused by its actions by responding to Mr X’s complaint within 10 working days in line with its corporate complaints process.

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Agreed action

10. The Council agreed to resolve Mr X’s complaint promptly and in line with its corporate complaints process.

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Final decision

11. We have upheld this complaint about complaint handling. The Council has now agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mr X.

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Investigator's decision on behalf of the Ombudsman