Ms P complained that the Practice failed to formally respond to a complaint she raised in February 2023.
The Ombudsman found that the Practice had met with Ms P to discuss her complaint but it failed to issue a response in writing. This caused additional frustration for Ms P.
The Ombudsman decided to settle the complaint without an investigation. She sought and gained the agreement of the Practice to write to Ms P within 2 weeks to apologise and issue its formal complaint response.