Mrs A complained about the dental treatment provided to her son by Cardiff and Vale University Health Board.
The Ombudsman found that the Health Board had advised Mrs A to complain to her office before issuing a complaint response in accordance with the ‘Putting Things Right’ procedure. The Ombudsman said this caused uncertainty to Mrs A about the complaints process and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A for failing to provide a complaint response before signposting her to the Ombudsman’s office and to issue a full and final complaint response within 6 weeks.