Aneurin Bevan University Health Board
Mrs S complained that she had not received a complaint response to the concerns she raised with Aneurin Bevan University Health Board, in May 2023.
The Ombudsman found that the Health Board failed to comply with its statutory complaints procedure and failed to provide Mrs S with meaningful updates. She said this caused frustration to Mrs S. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to provide Mrs S with an apology and explanation for the delays and issue a complaint response within 2 weeks.