Mrs A complained that Swansea Council failed to respond to the complaint she submitted.
The Ombudsman found that, while the Council had logged the complaint in April 2025 and provided discussion notes to Mrs A, it did not provide a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, offer an apology to Mrs A for the oversight in not providing a formal complaint response and explain why this happened, issue a formal complaint response and offer a £100 financial redress payment in recognition of the time and trouble.