Mr X complained that Neath Port Talbot Council had failed to provide him with a formal response to a complaint he submitted in February 2022.
The Ombudsman decided that there had been delays and oversights, and the Council had failed to provide a formal complaint response in line with its internal complaint process. She said this caused frustration and uncertainty to Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue a Stage 2 complaint response within 2 weeks, which should also offer an apology for the delay.