Overview
The complainant (Miss C) was concerned she had been encouraged by the Crofters Commission (the Commission) to submit an application for apportionment as part of a planned scheme and that this was then considered as a single application and rejected.
Specific complaint and conclusion
The complaint which has been investigated is about the Commission's handling of Miss C's application (upheld).
Redress and recommendation(s)
The Ombudsman recommends that the Commission:
- (i) apologise to Miss C for their handling of her application;
- (ii) reimburse her for any expenses she can demonstrate were reasonably incurred in the course of making this application following the Commission's decision to proceed in April 2004 and include an additional payment of £150 for the inconvenience and distress caused to her; and
- (iii) review the advice and training given to staff as to the procedures to be followed when a planned scheme is envisaged and, in particular, ensure staff are aware of the need to clarify applicants' understanding of this process and respond appropriately to any changes in circumstances which occur during the application process which may affect this.
The Commission have accepted the recommendations and will act on them accordingly.