Mr D complained that Monmouthshire County Council had failed to provide a complaint response to his correspondence about the maintenance of a public lane.
The Ombudsman decided that the Council had wrongly determined that the complaint should not receive a response at Stage 2 of its complaints procedure. She said that this caused frustration for Mr D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr D and provide a full and final Stage 2 complaint response to Mr D within 6 weeks.