Mrs X complained that Betsi Cadwaladr University Health Board’s complaint response did not address her concerns.
The Ombudsman found that Health Board had agreed to reinvestigate Mrs X’s complaint, however it had failed to provide her with a complaint response. She said this caused frustration to Mrs X. She decided to settle the complaint without an investigation The Ombudsman sought and gained the Health Board’s agreement to within 2 weeks write to Mrs X with an apology and explanation for the delay, issue its complaint response and offer a £50 redress payment in recognition of the delay, time and trouble, and need to approach the Ombudsman.