Mrs Q complained that the Vale of Glamorgan Council failed to respond to her complaint concerning its refusal to provide purple waste bags.
The Ombudsman found that the Council logged Mrs Q’s complaint as a service request and when attempts to contact her by telephone were unsuccessful, it failed to follow up with a letter. This caused additional frustration and uncertainty for Mrs Q. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to formally log a complaint and, within 2 weeks, respond to it. It will include an apology and an offer of £50 financial redress for the time and trouble of making the complaint.