Services for vulnerable adults (eg with learning difficulties. or with mental health issues): Hywel Dda University Health Board

Mrs S complained that her complaint was not handled professionally and that she felt her concerns had been dismissed.

The Ombudsman found that although the Health Board conducted a meeting with Mrs S to discuss her concerns, the Health Board failed to act in accordance with its statutory complaints procedure and issue a complaint response. She said this caused frustration so Mrs S. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to provide Mrs S with an apology and explanation for the significant delay, issue a complaint response, and offer a time and trouble payment of £150 within 6 weeks.