Complaints Handling: Welsh Government

Mr A complained that the Welsh Government failed to acknowledge or respond to his complaint that it had not acknowledged or responded to his previous correspondence.

The Ombudsman decided that the Welsh Government’s decision not to acknowledge or respond to any of Mr A’s correspondence on a specific subject was unreasonable. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Welsh Government’s agreement to apologise to Mr A, provide a complaint response, acknowledge future correspondence, provide a rationale for any decision not to provide a response and inform Mr A of how any decisions to restrict correspondence will be reviewed. The Welsh Government agreed to complete the action within 10 working days.