Miss X complained that Vale of Glamorgan Council did not respond to her complaints sent to it in May 2023 and January 2024.
The Ombudsman decided that the Council failed to provide Miss X with a response to her complaints and had incorrectly logged her second complaint as a compliment rather than as a complaint. The Ombudsman said this caused confusion and frustration to Miss X and led her to contact the Ombudsman. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue a response to the complaint (within 2 weeks), which should also include an apology for the oversight and delay in correctly logging and responding to the complaint. The response should also provide an explanation and details of the improvements made to prevent similar occurrences in future, and a redress payment of £50.