Complaint response delays 'unacceptable'
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Complaint response delays 'unacceptable', ombudsman says

Public service bodies are failing to learn lessons because of complaints being handled in an inadequate way, the ombudsman has said.

Nick Bennett said a "fear and blame" culture needed to be tackled describing the situation as "groundhog day".

He said his office handled about 2,000 complaints every year - double the number investigated 10 years ago.

The Welsh Government said it would consider the findings and expected all public bodies to do the same.

The Welsh Local Government Association said there was a Public Services Ombudsman bill going through the assembly which it felt would lead to greater consistency and improvements in complaints handling.

  • 23 Mar 2017
  • From the section Wales