Miss D complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, which she made to it in July 2023.
The Ombudsman found that whilst the Health Board had initially dealt with Miss D’s concerns informally, it subsequently failed to log her concerns as a formal complaint when she remained dissatisfied. She said that this caused frustration and uncertainty to Miss D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Miss D with an apology for its failure to raise a formal complaint and issue a complaint response within 4 weeks.