Mr A complained that Hedyn failed to issue correspondence via email which is his preferred contact method.
The Ombudsman found that Hedyn issued Mr A a complaint response letter by post despite his contact preference being by email which caused him anxiety. Hedyn failed to respond when Mr A raised this as a concern. The Ombudsman accepted that Hedyn failed to act in accordance with Mr A’s contact preferences.
The Ombudsman sought and gained Hedyn’s agreement to contact Mr A, within 2 weeks, to apologise for failing to provide him with a complaint response according to his contact preferences and provide confirmation that his contact preference had been recorded as by email.