Mr A complained about how Planning and Environment Decisions Wales (“PEDW”) handled his complaint, and that it had not responded to his emails.
The Ombudsman found that there was an issue with PEDW not receiving some emails. She decided that PEDW was delayed in handling Mr A’s complaint, and that it had not thoroughly investigated the issues with Mr A’s emails. The Ombudsman said that this caused delays for Mr A and may have impacted his ability to appeal a case. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained PEDW’s agreement to apologise to Mr A and escalate his complaint in line with its complaints procedure, to consider how the complaint handling impacted the ability to appeal, to remedy any issues identified, and provide a final response within 20 working days.