Mr X complained that Powys County Council had failed to respond to a complaint he had escalated to it in December 2024 regarding a license for a cycleway and footpath.
The Ombudsman found that the Council had failed to properly log Mr X’s complaint through its corporate complaints procedure, despite Mr X chasing a response throughout 2025, and there had been a significant delay in responding to his complaint. The Ombudsman said this caused frustration and uncertainty to Mr X and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Council’s agreement to apologise for failing to properly log Mr X’s complaint, provide an explanation for this failure, to issue a full and final Stage 2 complaint response and to offer a £100 redress payment to Mr X within 2 weeks.