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Decision Report 201400706

  • Case ref:
    201400706
  • Date:
    September 2014
  • Body:
    South Lanarkshire Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, recommendations
  • Subject:
    complaints handling

Summary

Miss C complained to the council about the actions of their agents while they were pursuing a debt with her, and the way she had been spoken to by a council officer on the phone. The council did not respond to her specific concern about the council officer when they replied to her complaints, and so Miss C raised this with us.

Our investigation found that the council had taken steps to clarify the specific matters Miss C wished to complain of. As these included the way she had been spoken to by a council officer and this was not addressed in the council's response, we upheld the complaint.

Recommendations

We recommended that the council:

  • apologise to Miss C that they did not respond to her specific complaint about the way that a council officer had spoken to her.

Updated: March 13, 2018