Report Date


Case Against

Aneurin Bevan University Health Board


Complaints Handling

Case Reference Number



Early resolution

Mrs V complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, which she made to it in May 2023, regarding the care and treatment provided to her late husband.

The Ombudsman found that the Health Board had failed to issue a complaint response. She said this caused frustration and uncertainty to Mrs V. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise and provide an explanation to Mrs V for the delay, issue a complaint response, and offer a redress payment of £75 in recognition of her time and trouble in making a complaint to the Ombudsman.