Mrs B complained that the Welsh Ambulance Services NHS Trust had failed to respond to a complaint she had made to it in November 2022.
The Ombudsman found that the Trust had failed to respond to Mrs B complaint or to regularly provide her with updates during its investigation. The Ombudsman said this caused frustration for Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Trust’s agreement to apologise to Mrs B, provide a response to her complaint, and to offer her a payment of £150 within 4 weeks.