Mrs H complained that Betsi Cadwaladr University Health Board failed to respond to a complaint she submitted in January 2025.
The Ombudsman found that the Health Board failed to keep Mrs H updated for 5 months of its investigation. This caused additional frustration and uncertainty for Mrs H. The Ombudsman 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 H to apologise for the delay and lack of updates, to offer £100 redress payment and to issue its complaint response.