Mr B complained that Newport City Council failed to respond to his complaint about money being debited from his wife’s account.
The Ombudsman found that whilst the Council had responded to Mr B, it had failed to log a formal complaint. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr B with an apology for the oversight and issue a complaint response within 2 weeks.