Mrs X complained that the Practice failed to respond to her complaint that she submitted to it in November 2024.
The Ombudsman found that the Practice had failed to respond to Mrs X’s complaint, and it had also failed to regularly update her. She said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 4 weeks, apologise to Mrs X for the delay and for the lack of regular updates, to issue its complaint response and offer her £100 redress payment for the delay, lack of regular updates and for the time and trouble in making a complaint to the Ombudsman.