Source · PSOW (Public Services Ombudsman for Wales)

Newport City Council

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202301211 Sector Local Government Category Community Facilities. Recreation and Leisure Decided 29 June 2023

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Complaint record keeping failures

Full decision

Mr W complained that Newport City Council refused to accept his complaint about the introduction of fees for residents to use the community tip.

The Ombudsman found that the Council had incorrectly refused to accept his complaint. She said that this caused frustration and uncertainty to Mr W. She decided to settle this complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to apologise to Mr W, accept his complaint and issue a complaint response within 3 weeks.

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