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Improving complaints handling: a message from Ombudsman Margaret Kelly

Since 1969 my Office has been dealing with complaints about public services.  Over that time we have dealt with around 40,000 complaints and we have worked with public bodies to support them to handle complaints well.

  • Corporate news

Extension to our Public Consultation on Complaints Handling Standards

We launched a public consultation on our proposals for new complaints handling standards for public bodies in Northern Ireland on 10 June 2021.  The consultation period was due to run for a 12 week period and end on 2 September 2021.

  • Corporate news

Ombudsman finds ‘systemic maladministration’ following PIP investigation

The Northern Ireland Public Services Ombudsman, Margaret Kelly, today recommended significant changes in how further evidence is used in assessing and awarding entitlement to Personal Independence Payment (PIP), a benefit for some of the most vulnerable in society.

  • Corporate news

Staff training – Thursday 17 June 2021

Please note we are unable to answer telephone calls today because of a staff training event.  Please contact us via our online complaints form or email us at nipso@nipso.org.uk.  We will return to our normal telephone service tomorrow.

  • Corporate news

Ombudsman proposes new complaints handling standards for public bodies in Northern Ireland

The Northern Ireland Public Services Ombudsman, Margaret Kelly, has today called for a culture change in the way public bodies in Northern Ireland deal with complaints from members of the public. 

  • Corporate news

Overview report – the use of restrictive practices in schools

Our Overview Report contains details of investigations into restrictive practices in schools, identifies recurring themes, and includes a number of recommendations to the Department of Education.

  • Corporate news

Telephone service – Temporary arrangements

Please note that our telephone service now operates between the hours of 9.00am to 1.00pm Monday to Friday. Outside of these hours, you will be able to leave a message and a member of our ASSIST team will get back to you as soon as possible.

  • Corporate news

Ombudsman calls for end to uncertainty and confusion over responsibility for care home fees

The Northern Ireland Public Services Ombudsman, Margaret Kelly, has called for clarity over who is responsible for paying the care fees of adults who have a combination of health and social care needs, including those in residential or nursing homes.

  • Corporate news

COVID-19 update

We are continuing to receive new complaints and progress existing investigations.  However, as a result of the latest Government restrictions all our staff are now working from home. 

  • Corporate news

NIPSO Quarterly Bulletin – Winter 2020

Our Quarterly Bulletin provides readers with a short, easy-to-read summary of news from the Office, drawing attention to our most recent investigation reports, providing updates on new initiatives, and highlighting other aspects of our work.

  • Corporate news

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