Mrs A complained because she was unhappy that Transport for Wales had failed to address the concerns raised in her letter in May 2024.
The Ombudsman found that the body had provided a response in July 2024, but the response did not sufficiently address Mrs A’s concerns.
The Ombudsman sought and gained the body’s agreement to provide Mrs A with an apology for the poor handling of her complaint and to provide a full response to her letter, within 4 weeks.