Ms A complained that Monmouthshire County Council failed to respond to a complaint she raised concerning a 4 year road closure due to a collapsed wall.
The Ombudsman found that the Council missed the formal complaint which caused additional frustration and uncertainty for Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought the Council’s agreement to write to Ms A within one week to apologise for missing the formal complaint. It also agreed to issue its complaint response within four weeks.