Mr D complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint he submitted in March 2025.
The Ombudsman found that whilst the Health Board is still within the time limits set out in the complaints process, it had failed to keep Mr D regularly updated. This caused additional frustration and uncertainty for Mr D. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to issue monthly update letters until its investigation is concluded.