PSOW Individual Decisions

Miss X complained about the care she received from the Practice during and following root canal treatment. Miss X said she had complained to the Practice but no formal response had been provided to her. The Ombudsman found that the Practice had not considered Miss X’s email as a formal complaint and it had not therefore addressed Miss X’s complaint fully. The Ombudsman said this caused inconvenience and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman sought and gained the agreement of the Practice to provide Miss X with a written apology for its failure to log her complaint and to provide her with a formal complaint response within 3 weeks.

Miss X complained that she was left with financial loss due to the treatment received at the Dental practice, and despite putting a formal complaint forward, she had not yet received a response. The Ombudsman was concerned that Miss X had yet to receive a response to her concerns and contacted the Dental Practice. As an alternative to an investigation, the Dental Practice agreed to provide Miss X with a formal response to her complaint by 31 May 2022. The Ombudsman accepted this as a resolution to Miss X’s complaint.