That resolution may not be to the satisfaction of the complainant - we are hearing only one side of the story and hearing it from the aggrieved party so we have no guarantee of the veracity of the information received.
If our complaints procedure is to be robust it needs an independent arbiter as the final level of appeal and, should it get that far, their decision needs to be detailed and final. We cannot rely on the direct chain of command as it may lack the perception of neutrality. As is the case at the moment we need to do our utmost to resolve issues at a low level.
Some people have been known to generate substantial numbers of complaints due to an inability to take no for an answer, even when no is the correct and justifiable answer. Others are genuinely the subject of poor management and communication. This forum is not a suitable environment to determine where this case lies.