Mrs X complained that Aneurin Bevan University Health Board failed to respond to his complaint that was submitted to it in June 2024.
The Ombudsman concluded that whilst the Health Board had issued several holding letters, it had failed to provide a formal complaint response in line with its internal complaint process. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its formal complaint response within 6 weeks of the Ombudsman’s decision. The decision should also include an apology and explanation for the delay.