A solicitor complained on behalf of Mrs S that Welsh Ambulance Services NHS Trust had failed to conclude a redress investigation within a timely manner.
The Ombudsman found that there had been a significant delay in responding to the solicitor and that WAST had failed to provide meaningful updates. She said this caused frustration to Mrs S.
She decided to settle the complaint without an investigation.
The Ombudsman sought and gained WAST’s agreement to apologise to Mrs S and explain the reasons for the delay. It also agreed that it would issue the investigation response directly to the solicitor within 12 weeks.