Mrs X complained that Swansea Bay University Health Board had failed to provide a response to the complaint she made to it in October 2022.
The Ombudsman decided that the Health Board had failed to provide Mrs X with a response to her complaint in compliance with the Putting Things Right concerns handling procedure, which caused frustration to Mrs X and led her to contact the Ombudsman. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its complaint response within 3 weeks. It also agreed to apologise for the delay and pay Mrs X financial redress of £250 in recognition of the delay and need to approach the Ombudsman.