Ms C complained that Care Inspectorate Wales had not acted impartially when it investigated and responded to her complaint.
The Ombudsman decided that the Body’s investigation did not lack impartiality, but the response had not fully considered that there had been a breakdown in communication regarding the availability of training, which had caused Ms C unnecessary distress. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Body’s agreement to provide feedback to the staff involved, provide clarification to all staff regarding the availability of training and apologise to Ms C for how it communicated with her, within four weeks.