Mr A complained that Bridgend County Borough Council failed to respond to his concerns about neighbouring trees.
The Ombudsman found that the Council had failed to log Mr A’s concerns in line with its Complaints Procedure. The Ombudsman said 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 3 weeks, offer an apology and explanation to Mr A for failing to log his concerns as a formal complaint and to issue a complaint response addressing his concerns.