Mr T complained that Ceredigion County Council failed to acknowledge or provide a response to his complaint about trees.
The Ombudsman decided that the Council had failed to acknowledge any of Mr T’s letters and had not logged his concerns as a complaint. She said that this caused frustration and uncertainty to Mr T. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide a written apology and explanation to Mr T for the failure to respond to his letters, undertake a review of its internal process and ensure that any identified system failures are addressed to prevent this happening again and issue a Stage 2 complaint response within 4 weeks.