The need to take account of all relevant statutory guidance

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But ‘financial redress’ which is what C asked for – not compensation is something the council can consider as part of the statutory complaint procedure. Section of Getting the best from complaints explains this. It says that where a complaint is upheld, the council should consider making a financial remedy and gives multiple examples where this might be appropriate.” Paragraph ; emphasis added The Ombudsman also said: “I consider this combination of concerns justifies a finding of fault. Because combined, they do not show a proper consideration of the merits of investigating C’s complaint, despite the passage of time. This fault has caused C an injustice.


He has been denied access to a complaint procedure, which potentially offers an opp Guangdong Mobile Number List ortunity for the council to resolve a complaint. He has experienced unnecessary time and trouble in being required to contact this office to escalate his complaint”. Recommended remedies The Ombudsman asked the council to progress C’s complaint through the statutory procedure while noting the “strict timescales for response at each stage of the procedure” and remining the council that “if the investigation unavoidably exceeds these deadlines, the council should seek C’s agreement to this” paragraph . Individual remedies In addition.





In line with the Ombudsman’s recommendations, the council agreed to, within working days of the decision: Apologise to C in writing following the Ombudsman’s guidance on making an effective apology; and Make a symbolic payment of  to C for the unnecessary time and trouble. Service improvements The Ombudsman asked the local authority to demonstrate learning from C’s complaint by briefing relevant complaints officers, within working days of the decision, about:  when deciding whether to accept a ‘late complaint’, including consideration of the specific facts of the case, the complainant’s age or their potential vulnerability when the events complained about took place; The need to take account of relevant statutory guidance on ‘financial redress’ when considering a complainant’s request for a financial remedy.