Mrs A complained that Aneurin Bevan University Health Board failed to respond to the complaint she submitted in July 2025.
The Ombudsman found that the Health Board had failed to provide Mrs A with a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs A and 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, apologise for the delay and explain why this happened.