Mr R complained that Monmouthshire County Council failed to respond to a complaint he raised about a planning application.
The Ombudsman found that the Council did not log a formal complaint as it deemed the concerns to be ongoing casework. It failed to inform Mr R of how it was dealing with the issues raised. This caused additional frustration for Mr R. The Ombudsman decided to settlement the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr R, within 1 week, to apologise and confirm that it has formally logged the complaint at Stage 2. It also agreed to conclude its investigation within 4 weeks.