Dr X complained that Waunfawr Community Council failed to formally respond in writing to the complaint submitted regarding the family plot.
The Ombudsman found that, while the Council had responded verbally, it had not provided a complaint response in writing. The Ombudsman said this caused uncertainty and frustration for Dr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, offer an apology to Dr X for not responding formally and explain why this happened. It has also agreed to issue the complaint response within 4 weeks.