Mr and Mrs A complained that the Council had not responded to their complaint about action taken regarding a bridleway near to their property.
The Ombudsman found that the correspondence, from Mr and Mrs A to the Council, outlined their expectations for it to manage the concerns raised as a complaint. However, the Council had not investigated or responded to Mr and Mrs A in line with its complaints process. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to investigate the complaint and provide a full response, detailing the outcome of the investigation and any action taken or planned. The Council agreed to do this within 4 weeks and to provide an apology for not considering the matter as a complaint at an earlier opportunity.