Mr X, with the support of his MP, complained that the complaint he made in January 2025 to the Welsh Ambulance Services University NHS Trust had not received a response.
The Ombudsman found that there had been a delay in the Trust responding to Mr X’s complaint, which she said caused frustration to him. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Trust’s agreement to apologise to Mr X for the delay and offer him a £100 redress payment within 4 weeks, and to aim to issue its complaint response within 12 weeks. If the complaint response cannot be issued within 12 weeks, the Trust must update Mr X on a monthly basis until it is issued.