Aneurin Bevan University Health Board

Ms N complained that Aneurin Bevan University Health Board failed to respond to a complaint, concerning the care and treatment of her mother, that she submitted in January 2025.

The Ombudsman found that the Health Board wrote to Ms N in February to advise that the response had been finalised and awaiting approval. This caused additional frustration and uncertainty. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to write to Ms N, within 7 working days, to update her on its progress and to issue monthly updates if the response cannot be issued within 1month.