Report Date


Case Against

A GP Practice in the area of Swansea Bay University Health Board


Complaints Handling

Case Reference Number



Early resolution

Mrs A complained that despite sending three reminder letters, the Practice had failed to respond to her complaint made in September 2020.

The Ombudsman was concerned that Mrs A had not received a complaint response. He decided to settle with complaint without an investigation.

The Ombudsman sought the Practice’s agreement to, by the end of the week, provide an apology, complaints response and Practice Manager’s direct contact number, to avoid future communication difficulties.