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Public Services Ombudsman for Wales Annual Letter 2020/21

Published: 11/02/2022

The Council’s performance in relation to complaints against services which were received and investigated by the Public Services Ombudsman for Wales 2020/21 will be shared at Cabinet on Tuesday 15 February. 

A total of 59 complaints were made against the Council in 2020/21.   A high number of complaints were made prematurely to the Ombudsman which were referred to the Council for investigation, or the Ombudsman advised complainants to access the Council complaints procedure in the first instance.  85% of complaints to the Ombudsman were closed because they were out of jurisdiction, premature or closed after initial consideration.

Councillor Billy Mullin, Cabinet Member for Corporate Management and Assets said:

“The report demonstrates our commitment to working with colleagues at the Ombudsman’s office to resolve customer complaints at an early stage wherever possible.  

“We do, however, need to review how we promote our complaints procedure and the importance of keeping complainants informed about the progress of their complaint to reduce the high number of premature referrals to the Ombudsman.”