Ms X complained that the Surgery failed to provide a response to the complaint she submitted to it in February 2025.
The Ombudsman found that the Surgery had failed to keep Ms X updated and it had failed to provide a response. The Ombudsman said this caused uncertainty and frustration for Ms X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to, within 4 weeks, issues its complaint response, include an apology and explanation for the delay and to offer £100 financial redress in recognition of the delay and lack of updates.