Ms A complained that Aneurin Bevan University Health Board failed to respond to a complaint submitted in July 2025.
The Ombudsman found there had been a significant delay with the Health Board responding to Ms A’s complaint and that it failed to keep her regularly updated. This caused additional frustration and uncertainty for Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms A, within 1 week, to apologise for the delay. It also agreed to issue its complaint response within 4 weeks, or issue an update letter if the complaint investigation is not completed.