Mrs G complained that Newport City Council had failed to issue a refund it had promised to make to her following an issue with its Cemeteries Department.
The Ombudsman found that Mrs G had been promised a refund more than 9 months ago but it had not been issued to her. Mrs G had chased the Council for the refund. The Ombudsman said this caused frustration to Mrs G and decided to settle the complaint.
The Ombudsman sought and gained the Council’s agreement to apologise to Mrs G for the delay in issuing the refund, to issue the refund to her, and to offer her a further redress payment of £50 within 4 weeks. The Council confirmed that the refund had been made following the Ombudsman’s approach to it.