Miss A complained that the Practice failed to respond to the complaint she submitted in October 2025.
The Ombudsman found that the Practice failed to provide Miss A with a complaint response. The Ombudsman said this caused uncertainty and frustration for Miss A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 2 weeks, provide the complaint response and to offer an apology to Miss A for the delay and explain why this happened.