Mr A complained to the Trust that a pre-booked non-emergency taxi did not arrive to transport him to a hospital appointment and requested that he be reimbursed the cost of a private taxi. Mr A contacted the Ombudsman when the Trust did not respond to his complaint.
The Ombudsman found that the Trust had failed to issue a response to Mr A’s complaint, or provide an update to confirm when he would receive a response. Mr A said this had caused him frustration and inconvenience.
The Ombudsman sought and gained the Trust’s agreement to apologise to Mr A and provide an explanation for the delay. The Trust also agreed to issue a complaint response, to include whether the Trust would honour the request for reimbursement.
The Trust agreed to complete these actions within 6 weeks of the Ombudsman’s decision.