Ms S complained that despite raising her complaint over 12months ago on behalf of her son with Hywel Dda University Health Board, she hadnot received a response.
The Ombudsman found that there had been a significant delayin issuing Ms S with a complaint response, and that it had failed to act inaccordance with its statutory complaint’s procedure. She said this causedfrustration to Ms S. She decided to settle the complaint without aninvestigation.
The Ombudsman sought and gained the Health Board’s agreementto issue Ms S with an apology for the delays, issue a complaint response, andissue a time and trouble payment of £250 within 30 working days.