Mr P complained that Denbighshire County Council failed to issue a response to his complaint which he made to it about the introduction of a new waste collection system.
The Ombudsman found that the Council had responded to Mr P’s complaint in July. However, the Council’s response was not substantive, and it did not inform Mr P of how he could escalate his complaint to Stage 2 of its internal complaints process if he remained unhappy. The Ombudsman said this caused frustration and uncertainty to Mr P. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr P with an apology of this oversight and to issue a Stage 2 complaint response within 2 weeks.