Mr A complained about Cardiff Council’s response to his complaint about his council tax payment plan.
The Ombudsman found that following Mr A’s email about his concerns, the Council failed to provide him with information on how to submit a formal complaint or to log and respond to his concerns under its complaints process. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr A for not addressing his concerns via the Council’s Corporate Comments, Complaints and Compliments Policy and to issue a complaint response. The Council agreed to do this within 4 weeks of the Ombudsman’s decision.