Mr B complained that Aneurin Bevan University Health Board failed to provide a response to his complaint which he made in September 2022. Mr B also complained that despite asking the Health Board to address correspondence directly to him, it had failed to do so.
The Ombudsman decided that the Health Board had failed to address correspondence directly to Mr B, had not provided 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 Health Board’s agreement to apologise to Mr B and provide explanations for the delay, lack of regular and meaningful updates and failure to address correspondence to him. The Health Board also agreed to offer Mr B redress of £75 and issue a complaint response within 6 weeks.