Mr B complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint he submitted in May 2025, on behalf of his wife.
The Ombudsman found that the Health Board significantly delayed responding to Mr B’s complaint. This caused frustration and uncertainty for Mr B and his wife. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to commit to issuing the complaint response within one week, to apologise for the delay and offer £150 redress payment in recognition of the time and trouble of raising the complaint.