Health : Betsi Cadwaladr University Health Board

Mrs B complained that Betsi Cadwaladr University Health Board failed to provide a written response to her complaint.

The Ombudsman found that, following a telephone conversation with Mrs B, the Health Board had closed her complaint. Mrs B subsequently emailed the Health Board to request a written response, which the Health Board failed to action. The Ombudsman said that this caused frustration for Mrs B. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs B and explain the reasons for failing to provide a written response. The Health Board also agreed to offer Mrs B £50 redress for her time and trouble in making her complaint and to issue her with a written response within 6 weeks.