Mrs A complained that Aneurin Bevan University Health Board failed to respond to a complaint she submitted in January 2025.
The Ombudsman found that there was a reasonable delay in not issuing a complaint response and the Health Board failed to keep Mrs A updated during the process. This caused additional frustration and uncertainty for Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs A within 7 working days with an apology for not keeping her updated. It also agreed to update Mrs A, explain the reasons for the delay and provide monthly updates until the investigation is complete.