Mrs C complained that the Practice failed to provide a response to her complaint about her ill-fitting denture.
The Ombudsman found that the Practice had failed to provide a response to Mrs C’s complaint. She said that this caused frustration and uncertainty to Mrs C. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to write to Mrs C with an apology and explanation for the delay in issuing a complaint response and for the failure to provide regular and meaningful updates, offer to pay Mrs C £50 in recognition of her time and trouble in making a complaint to the Ombudsman and issue a complaint response within 2 weeks.