The Ombudsman decided that there had been a significant delay by the Surgery to respond to Mr Xs complaint. She said this caused inconvenience and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Surgery to, within 3 weeks, provide Mr X with a written apology and an explanation for the delays, offer a redress payment of £75 in recognition of the poor handling of the complaint and to provide a complaint response.