Ms B complained that Cwm Taf Morgannwg University Health Board had failed to provide a formal response to her formal complaint, which she made to it in April 2025.
The Ombudsman found that whilst the Health Board had provided an informal response to Ms B, despite Ms B making it clear she had made a formal complaint, it had failed to provide a response in accordance with the ‘Putting Things Right’ procedure. She said that this caused uncertainty and frustration to Ms B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms B with an apology for the delay in issuing a formal complaint response, provide a further apology for the lack of regular and meaningful updates, offer to pay £75 in redress and issue a formal complaint response within 6 weeks.