Ms T complained that Cyngor Gwynedd had failed to address her concerns in the complaints response and failed to clarify why the quote for the work to the hedges had increased considerably.
The Ombudsman found that the Council had failed to address the concerns raised and clarify the increased cost. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Ms T for not addressing her concerns in the complaints response, apologise for the lack of clarification regarding the traffic management costs and explain why this happened within 4 weeks. The Council also agreed to provide the complainant, within 4 weeks, a full complaints response that addresses all her concerns, inform the complainant that the department is willing to revise the costs to the original quote of £1680.00+VAT and offer the complainant a financial redress payment of £150 in recognition for the time and trouble of complaining to the Ombudsman.