Aneurin Bevan University Health Board

Mr X complained that the Health Board failed to respond to his complaint submitted to it in June 2024. He further complained about lack of regular updates.

The Ombudsman concluded that the Health Board had failed to formally respond to Mr X’s complaint, and it failed to provide regular updates in compliance with its complaint process. The Ombudsman said the lack of response and lack of regular updates caused uncertainty, frustration, and inconvenience to Mr X. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to issue Mr X with a complaint response within 2 weeks. The response should also include an apology and explanation for the delay, and lack of regular updates. Furthermore, a redress payment of £100 should be offered for the delay, lack of updates and need to approach the Ombudsman.