Mrs B complained that Aneurin Bevan University Health Board failed to provide a response to her complaint about her late mother, which she made to it, in June 2025.
The Ombudsman found that the Health Board had failed to provide regular and meaningful updates and had not issued a complaint response. She said that this caused frustration and uncertainty to Mrs B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs B with an apology and explanation for the delay, provide a further apology for the lack of updates, offer Mrs B £75 redress and issue a complaint response within 4 weeks.