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Case ref:201400706
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Date:September 2014
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Body:South Lanarkshire Council
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Sector:Local Government
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Outcome:Upheld, recommendations
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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.