Mrs X complained that Swansea Bay University Health Board failed to respond to the complaint she submitted in March 2025.
The Ombudsman found that the Health Board failed to formally respond to the complaint. The Ombudsman said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement, within 4 weeks, to provide the complaint response that will include an apology and explanation for the delay and an offer of a £50 redress payment in recognition of the delays.