Ms M complained that Rhondda Cynon Taf County Borough Council changed the process of waste collection, from bins to bags.
The Ombudsman found that Ms M submitted a complaint via the online feedback form, but the Council dealt with this as a service request. It failed to inform Ms M that it was not being dealt with through the complaints process. This caused frustration to Ms M. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Ms M, within 1 week, to apologise for failing to inform her of how it was dealing with the feedback form and to formally log as a formal complaint.