Mrs L complained that Vale of Glamorgan Council had failed to respond to 3 complaints concerning its incorrect duplication of Garden Waste Service charges.
The Ombudsman found that the Council reimbursed the duplicate payment but failed to respond to the complaints due to a confusion as to which department was responsible for responding. This caused additional frustration and confusion for Mrs L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to respond to all 3 complaints within 4 weeks.