A solicitor complained on behalf of Ms A that Aneurin Bevan University Health Board had failed to respond to a complaint made to it in September 2022.
The Ombudsman found that the Health Board had been chased for updates by the solicitor and had failed to provide a complaint response. The Ombudsman said this caused frustration for Ms A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise and explain the reasons for the delay, offer a £250 payment to Ms A, and to issue its complaint response within 8 weeks.