Mr A complained that Cardiff Council failed to respond to his complaints that he submitted in October 2025.
The Ombudsman found that the Council had responded to Mr A’s initial correspondence however it had overlooked his second complaint. The Ombudsman said that this caused uncertainty and frustration for Mr A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 4 weeks, apologise for the delay and explain the reasons for it, issue its complaint response, and offer a £150 redress payment for the delay and in recognition of the time and trouble.