Mrs D complained that despite an update being provided by Aneurin Bevan University Health Board in August 2022 that its response was complete and awaiting sign off, she was further informed in January 2023 that further investigations were needed. Mrs D further complained that she had not received a complaint response and had been waiting since July 2022.
The Ombudsman decided that there had been a significant delay between the Health Board completing its investigation and issuing its formal written response, which it has still not done. This has caused unnecessary frustration and inconvenience for Mrs D.
The Ombudsman decided to settle this complaint without an investigation and sought and gained the Health Board’s agreement to issue its formal written response within 4 weeks, and a time and trouble payment of £250.