Miss B complained that the Welsh Ambulance Service University NHS Trust had failed to provide a response to her complaint, which she made to it in December 2025.
The Ombudsman found that WAST had failed to issue a complaint response and had not provided regular and meaningful updates to Miss B. She said that this caused frustration and uncertainty to Miss B. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained WAST’s agreement to write to Miss B with an apology for the failure to issue a complaint response, provide a further apology for the lack of regular and meaningful updates, offer to pay £75 to Miss B in recognition of her time and trouble in making a complaint to the Ombudsman and to issue a complaint response within 4 weeks.