Mr A complained that the Hywel Dda University Health Board had failed to respond to a complaint he had submitted to it in April 2025.
The Ombudsman found that the Health Board failed to investigate the complaint within the relevant timescale which caused additional frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide an explanation and apology to Mr A for the delay in responding to the complaint, to offer Mr A £150 redress for the delays and to issue the complaint response within 30 working days.