Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Ms X complained that the Health Board failed to take her daughter’s mental health seriously despite referrals made by her GP, Social Services, and her school nurse.

In considering this complaint, the Ombudsman noted that the complaint was raised with the Health Board in February 2022 but no Putting Things Right[1] (“PTR”) response was issue at the time of raising a complaint. PTR states that if the Health Board cannot conclude its investigation within 30 days, the complainant must be notified and provided an explanation as to why. It goes on to say that the response should be issued within 6 months of the date upon which the complaint was received.

The Health Board therefore agreed to apologise to Ms X for the delay in concluding its investigation and issue its PTR response to her by no later than 17 August2022.

[1] The National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011, commonly known as ‘Putting Things Right’