Mr A complained about the care and treatment provided to him by the Health Board for his various health conditions. Mr A also complained about the Health Board breaching the Armed Forces Covenant duty.
The Ombudsman found that the Health Board had not provided a response to the complaint Mr A made in May 2025 and when he raised further concerns, they were not acknowledged or responded to as a complaint. This caused additional frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without an investigation.
The Health Board agreed the Ombudsman’s proposal to provide a formal response to the complaint Mr A made in May 2025 within 4 weeks, and to apologise for the delay. The Health Board also agreed to provide written acknowledgement of Mr A’s further concerns within 1 week and to make all reasonable attempts to agree the parameters of the further complaint with Mr A within 4 weeks and to provide written confirmation that it will respond to the agreed complaint under Putting Things Right.