Ms E complained that Vale of Glamorgan Council failed to provide a response to her complaint, which she made to it in April 2024.
The Ombudsman found that there had been a delay in the Council responding to Ms E’s complaint and it only issued its complaint response after Ms E had contacted the Ombudsman’s office. The Ombudsman said that the delay caused frustration and uncertainty to Ms E and she decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Ms E with an apology and explanation for the delay in issuing a complaint response, provide a further apology for it failure to respond to all of Ms E’s correspondence and offer to pay £75 redress to Ms E for her time and trouble in bringing her complaint to the Ombudsman within 1 week.