Mr A complained that Betsi Cadwaladr University Health Board failed to provide a response to his complaint, which he made to it in January 2024.
The Ombudsman found that whilst the Health Board had acknowledged Mr A’s complaint, it had not provided regular and meaningful updates and a complaint response had not been issued. She said that this caused frustration and uncertainty to Mr A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr A, within 2 weeks, with an apology for the lack of regular and meaningful updates and for the delay in issuing a complaint response. The Health Board also agreed to issue a complaint response within 8 weeks.