Mrs H complaint that the Surgery failed to provide a response to her complaint, which she made to it in January 2024.
The Ombudsman found that whilst the Surgery had acknowledged the complaint, it had failed to provide a complaint response. The Ombudsman said that this caused frustration and uncertainty to Mrs H and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to write to Mrs H with an apology and explanation for the delay in responding to her complaint and to issue a complaint response within 10 working days.