Ms X complained that she had been decanted from her home and that Caredig had failed to respond to her complaint.
The Ombudsman found that Caredig had issued a complaint response; however, Ms X did not receive a copy, and it had failed to address her additional concerns. She said this caused uncertainty and frustration to Ms X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained Caredig’s agreement to issue its complaint response by email and post within 1 week, and to provide a further response addressing Ms X’s additional concerns within 3 weeks.