Mr E complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint he submitted, by email, in April2025.
The Ombudsman found that the Health Board had conducted a thorough search of Mr E’s email but it could not be located, although it was sent to the correct email address. This caused additional frustration and uncertainty for Mr E. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr E, within 7 working days, to apologise that it could not locate his email. It also agreed to look into the complaint he raised.