Mr A complained that Neath Port Talbot County Council failed to respond to the complaint he submitted.
The Ombudsman found that the Council had failed to provide a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mr A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks of the decision letter, issue the formal stage 2 complaint response and apologise for the delays, lack of updates and explain why this happened.