Mr X complained that Rhondda Cynon Taf County Borough Council failed to response to his complaint submitted to it 2 months ago.
The Ombudsman decided that there had been a delay and administrative oversight in formally acknowledging receipt of the complaint or providing an update to the complainant. The Ombudsman said this caused frustration and uncertainty to Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue its complaint response within 2 weeks, which should also include an apology and explanation for the oversight in not formally acknowledging receipt of the complaint, and for the lack of update since the complaint was made.