Mr A complained about Cardiff Council’s handling of his application for a vehicle crossover outside his home. The Council approved the application in writing, but days later reversed the approval, without notice, on grounds already know at the time of the site inspection. Mr A complained to the Council but did not receive a complaint response.
The Ombudsman found that, although the Council had acknowledged and considered Mr A’s complaint, it was closed without him being informed or a complaint response provided. Mr A was inconvenienced by the Council’s failure to respond to his concerns, which caused him stress, anxiety and frustration. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, provide Mr A with a written response to his complaints, together with a written apology for the delay in addressing his concerns.