Mrs D complained about the Welsh Ambulance Service NHS Trust’s handling of her complaint about the care provided to her late mother-in-law.
The Ombudsman decided that the Trust had failed to provide regular and meaningful updates, and had not issued a complaint response to Mrs D. She said that this caused frustration and uncertainty to Mrs D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Trust’s agreement to apologise to Mrs D, provide an explanation for the failure, offer her redress of £50, and issue a complaint response within 5 weeks.