Mr A complained that Cardiff and Vale University Health Board failed to respond to the complaint he submitted regarding the treatment received.
The Ombudsman found that the Health Board failed to provide him with a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mr A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 3 weeks, offer an apology to Mr A for not providing a formal complaint response and explain why this happened, offer a £100 financial redress payment in recognition of the delays and provide the final complaint response.