Miss B complained that Aneurin Bevan University Health Board failed to provide a response to her complaint, which she made to it in July 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 this caused frustration and uncertainty to Miss B and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 6 weeks, write to Miss B with an apology for the delay in issuing a complaint response, provide a further apology for the lack of regular and meaningful updates, and offer Miss B £75 redress. The Health Board further agreed to issue its complaint response within 8 weeks.