Mr A complained that Betsi Cadwaladr University Health Board had failed to properly consider his complaint that a member of ITS staff had offered to assist him with his DVLA application but had not done so.
The Ombudsman found that, following the Health Board’s initial complaint response in which it said no discussion about a DVLA application had occurred, Mr A had emailed further information to it. The Health Board failed to respond to Mr A’s further information. The Ombudsman said this caused frustration to Mr A and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr A for failing to respond appropriately to the further information he provided, and to issue a further complaint response to him within 4 weeks.