Messrs A & B complained that the Practice had decided not to investigate and provide a substantive response to the complaint they had made to it.
The Ombudsman was concerned that the Practice had unfairly decided that the complaint to it was out of time and that it had declined to investigate and respond substantively to the complaint. She decided to resolve the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to investigate and respond substantively to Messrs A & B’s concerns and to apologise for initially not doing so. The Practice agreed to undertake these steps within 2 months.