Mrs B complained that Cardiff and Vale University Health Board failed to issue a further response to her complaint which, she made to it in June 2025.
The Ombudsman found that whilst the Health Board had not provided a further response to Mrs B’s complaint at the time of her complaint to this office, it had subsequently issued a further response. She said that this caused frustration to Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 3 weeks, apologise and provide an explanation to Mrs B for the delay and lack of updates, and offer £75 redress in recognition of her time and trouble in making her complaint to the Ombudsman.