Report Date


Case Against

Vale of Glamorgan Council


Environment and Environmental Health

Case Reference Number



Early resolution

Mr K complained that Vale of Glamorgan Council refused to accept his complaint about a verbal and physical altercation with a member of staff which took place at a recycling centre.

The Ombudsman found that whilst the Council issued a Stage 1 complaint response the outcome was a refusal to investigate the complaint as it was being considered by the recycling centre. However, the recycling centre refused to issue a complaint response as the complaint had been made to the Council. She said that this caused frustration and uncertainty to Mr K. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to write to Mr K with an apology for its failure to investigate his complaint and to issue a Stage 2 complaint response within 2 weeks.