Mrs X complained that Cwm Taf Morgannwg University Health Board failed to respond to the complaint she submitted in May 2025.
The Ombudsman found that the Health Board had not provided a final complaint response and therefore 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, issue the complaint response which will include an apology and explanation as to why the complaint was not responded to initially, and offer a £100 financial redress payment in recognition of the delays and for the time and trouble.