Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Miss L complained that Betsi Cadwaladr University Health Board had failed to respond to her complaint about the care and treatment provided to her father in July 2022.

The Ombudsman was concerned that Miss L had yet to receive a response from the Health Board and said this caused frustration for Miss L. The Ombudsman contacted the Health Board and concluded that it had failed to comply with its statutory complaint’s procedure.

As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Miss L with a written apology, an explanation for the delays encountered, and issue a time and trouble payment of £50 within 30 working days. The Health Board also agreed that it would issue a formal response within 3 months.