Feedback on our services

We are currently conducting three surveys to gather information to help us improve our service. These are a Public Awareness Survey, a Complainant Satisfaction Survey, and a Stakeholder Survey.

By gathering a range of perspectives, we aim to build a more responsive and effective Ombudsman’s office for everyone. 

We need to know if the people who need us most actually know we exist. A Public Awareness Survey helps us understand the general public's level of trust and awareness and tells us where we need to boost our outreach efforts. This survey is being carried out on our behalf by the market research company Ipsos.

A Complainant Satisfaction Survey focuses on the user journey—from the initial filing of a complaint to the final resolution.  The results from this will help us identify areas in which we are doing well but also where we can improve, such as in the speed of our responses or the clarity of our communications. This survey is being carried out on our behalf by the independent research agency Opinion Research Services.

Finally, as our work involves engaging with a network of political representatives, community and voluntary groups, and other third sector organisations, our Stakeholder Survey will help us gather feedback on the understanding of our role within these groups. This survey is being carried out on our behalf by the communications consultancy group Connect.

If you are contacted about one of these surveys, whether as a member of the public, a stakeholder, or someone who has recently closed a case with us, we would very much value your contributions!