Ms A complained that the Welsh Ambulance Services University NHS Trust failed to respond to the complaint she submitted in May 2025.
The Ombudsman found that the Trust failed to formally respond to the complaint and said this caused uncertainty and frustration for Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Trust’s agreement to, within 3 weeks, provide the complaint response, apologise for the delay and explain why this happened, and offer a £100 financial redress payment in recognition of the time and trouble.