Ms B complained that Hywel Dda University Health Board had not provided a response to her complaint, which she made to it, in December 2025.
The Ombudsman found that whilst the Health Board had provided updates to Ms B, it had failed to issue its complaint response. She said that this caused frustration and uncertainty to Ms B. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms B with an apology for the delay and to issue the complaint response within 30 working days.