Ms X, on behalf of Mr Y, complained that Ceredigion Council failed to respond to the full issues raised in her complaint and that it failed to respond to her follow up correspondence.
The Ombudsman found there was a significant delay with the Council responding to Ms X. This caused additional frustration and uncertainty for Mr Y. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Ms X, within 2 weeks, to apologise for the delay and explain what went wrong. It also agreed to respond to the correspondence.