Miss A was dissatisfied with the handling of her complaint that Welsh Government’s Nest Scheme failed to register her boiler when it was installed. Miss A had to chase a response to her emails, and she said that her telephone calls were never returned.
The Ombudsman decided that unreasonable delays had occurred in replying to Miss A’s correspondence, and her concerns had not been investigated or responded to as a formal complaint. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained Welsh Government’s agreement within 2 weeks, to offer Miss A an apology, and to investigate her concerns, remedying any issues identified.