Ms X complained that there had been a significant delay in receiving a response to her complaint, which she had submitted on 25 October 2021, and that she had still not received a response.
The Ombudsman was concerned that Ms X had not received a formal response to her complaint and that she had been inconvenienced by the organisation’s actions. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to carry out the following actions: • Provide Ms X with an apology for the delay in responding to her complaint • Provide Ms X with an explanation for the delay • Provide Ms X with a complaint response by 25 April 2022