Ms A complained that the Practice failed to respond to aspects of the complaint she submitted in June 2025.
The Ombudsman found that, while the Practice had responded, it had failed to respond to all of the concerns raised. The Ombudsman said this caused uncertainty and frustration for Ms A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 2 weeks, offer an apology to Ms A for not addressing all the concerns and explain why, in addition to also providing a complaint response that responds to the concerns that were not addressed originally.