Mr X complained that Welsh Government had failed to resolve excess speeding in a 20 mph zone due to a lack of signage. Mr X also complained about the lack of plain English within the complaint response.
The Ombudsman concluded that whilst the complaint response was appropriate in respect of its strategic decision, it lacked clarity and was not written in plain English. The Ombudsman said this had caused uncertainty, frustration, and inconvenience to Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained Welsh Government’s agreement to issue a further complaint response in plain English within 2 weeks.