Mr D complained that a GP Practice in the area of Cardiff and Vale University Health Board failed to respond to a complaint he raised in July 2024.
The Ombudsman found that the Practice failed issue a formal complaint response until the intervention of her office in August 2025. This caused additional frustration and uncertainty for Mr D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 2 weeks, write to Mr D to apologise for the delay and offer a £150 redress payment.