Miss X complained that a Dental Practice in the area of Swansea Bay University Health Board had failed to respond to her complaint about being deregistered from the Practice. Miss X had made her complaint in September 2023.
The Ombudsman found that the Practice had failed to respond to Miss X’s complaint and had not properly updated her during the delay. The Ombudsman said this caused frustration for Miss X and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to apologise and explain the reasons for the delay to Miss X, to offer her £50 in recognition of the complaint handling delay and failure to update Miss X, and to issue its complaint response within 4 weeks.