Mrs A complained that Vale of Glamorgan Council failed to respond to her complaint.
The Ombudsman found that the Council failed to acknowledge and respond to Mrs A’s complaint. She said this caused uncertainty and frustration to Mrs A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, offer an apology and explanation to Mrs A, issue a complaint response and offer a £100 financial redress payment in recognition of the failure to respond to Mrs A’s complaint and for the time and trouble in making a complaint to the Ombudsman.