Health : Welsh Ambulance Services NHS Trust

Mr B complained that Welsh Ambulance Services NHS Trust had failed to provide a response to his complaint which he made in December 2022, and that he had not received any updates from the Trust.

The Ombudsman decided that the Trust had failed to provide regular and meaningful updates and had not issued a complaint response. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Trust’s agreement to apologise to Mr B and provide explanations for the delay and lack of regular updates. The Trust also agreed to offer Mr B redress of £50 and issue a complaint response within 2 weeks.