Miss A complained that the Surgery failed to respond to the complaint she submitted to it in October 2025.
The Ombudsman found that the Surgery had failed to consider the complaint via the complaint procedure and formally respond to Miss A. 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 Surgery’s agreement to, within 4 weeks, provide the formal complaint response which will also include an apology and explanation for the delay in responding.