Mrs B complained that Flintshire County Council failed to issue a response to her complaint about its failure to collect her garden waste on schedule.
The Ombudsman found that the Council had failed to issue a complaint response and had not logged Mrs B’s concerns as a complaint in line with its corporate complaints process. The Ombudsman said that this caused frustration and uncertainty to Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mrs B with an apology and explanation for the delay, and to issue a Stage 1 complaint response within 2 weeks.