Ms A complained that Hywel Dda University Health Board failed to issue a response to her complaint which, she made to it in August 2025 and it had failed to keep her updated.
The Ombudsman found that the Health Board had not provided a response to Ms A’s complaint and it had failed to keep her updated. She said this caused uncertainty and frustration to Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 3 weeks, offer an apology and explanation for the delay and lack of updates, issue its complaint response and offer £150 financial redress in recognition of the delay, lack of updates and for Ms A’s time and trouble in making a complaint to the Ombudsman.