Ms L complained that despite submitting several complaints to Vale of Glamorgan Council since September 2022, she had not received a response or any communication.
The Ombudsman found that whilst the Council had responded to Ms L’s complaints of September 2022, it had not responded to her latest complaint dated July 2023. She said that this caused frustration and uncertainty to Ms L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Councils agreement to provide Ms L with an apology and explanation for the delays in responding to her latest complaint, issue a complaint response, and provide contact details for the complaints department within 30 working days.