Ms L complained that Cardiff and Vale University Health Board failed to respond to her complaint which was submitted in December 2024.
The Ombudsman found that the Health Board failed to issue update/holding letters during its investigation. This caused additional uncertainty and frustration for Ms L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to aim to respond to the complaint within 2 weeks. If the response is not issued, it agreed to issue monthly update/holding letters until the response is issued.