Mrs X complained that Aneurin Bevan University Health Board failed to respond to the complaint she submitted in August 2024.
The Ombudsman found that the Health Board failed to provide the formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer an apology to Mrs X for the delay and explain why this happened. In addition to also providing a formal complaint response and offer a £150 financial redress payment in recognition of the delays.