Ms Y complained that Aneurin Bevan University Health Board failed to respond to her complaint submitted in August 2025 and it failed to keep her updated.
The Ombudsman found that the Health Board had failed to respond to the complaint and it had failed to keep Ms Y updated. She said this caused uncertainty and frustration for Ms Y. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 2 weeks, offer an apology and explanation to Ms Y for the delay and lack of updates and offer her a £100 redress payment in recognition of the delay and lack of updates. It has also agreed to issue its complaint response within 8 weeks.