Report Date

22/12/2022

Case Against

Monmouthshire County Council

Subject

Roads and Transport

Case Reference Number

202205541

Outcome

Early resolution

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.