Mr X complained that Flintshire County Council failed to resolve the problem of built up standing traffic, resulting in unacceptable levels of air pollution and noise, as a result of the alteration of traffic light sequence outside Mr X’s home.
The Ombudsman decided that whilst the Council had responded to Mr X’s complaint at Step 1 of the Council’s internal complaint process, it had failed to advise Mr X of his right to escalate his complaint to Step 2 if it fails to resolve the issue to Mr X’s satisfaction. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Mr X, and resulted in Mr X having to prematurely approach the Ombudsman. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to issue an apology to Mr X for its oversight, and to inform Mr X of his right of escalation should it not resolve the complaint to his satisfaction. It also agreed to consider undertaking a meeting with Mr X to discuss a remedy to his complaint (within 3 weeks).