Overview
The complainant (Mr C) raised a number of concerns on behalf of his wife (Mrs C) about the way the Scottish Executive Environment and Rural Affairs Department, now the Scottish Government Environment Directorate (the Directorate), handled her application for the Single Farm Payment Scheme - National Reserve 2005 (SFPS - NR 2005) during the period February 2005 to March 2006.
Specific complaint and conclusion
The complaint which has been investigated is that the Directorate failed to handle properly Mrs C's application made under the SFPS - NR 2005 (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Directorate:
- (i) reminds their staff of the importance of apologising for mistakes;
- (ii) apologises to Mrs C for the lost application;
- (iii) reminds staff of the importance of ensuring they provide consistent responses to all correspondence; and
- (iv) ensures its advice on agricultural scheme requirements is explicit in all its literature.
The Directorate have accepted the recommendations and will act on them accordingly.