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This is a best practice guide for complaints handling in schools.

It includes statistics and case summaries, and aims to provide school leaders and Boards of Governors with an insight into the key issues which have arisen from complaints.

We found failures in Causeway Coast and Glens Borough Council’s decision to take no action over an independent report which was critical of its senior staff.

We criticised how a complaint was handled by the Northern Ireland Housing Executive, concluding that it appeared ‘unimportant’ to the organisation to deal with complaints quickly and effectively.

An investigation into complaint from a man who believed he would not have developed cirrhosis of the liver if he had received proper medical attention has found that his care was 'appropriate and reasonable and in accordance with good medical practice.'

This investigation found that the system for communicating with patients on healthcare waiting lists is in ‘disarray’, and concluded that significant and repeated failures across the system amounted to ‘systemic maladministration’.

It urged the Department of Health to work with Health Trusts, GPs and others to address the failings.

In June 2021 the Ombudsman found that repeated failings by the Department for Communities in how it handled further evidence amounted to ‘systemic maladministration’. Ombudsman Margaret Kelly made 33 recommendations on how the system could be improved.

This follow-up report shows that out of the 33 recommendations made, 10 have been fully met, 18 partly met, and 5 not met. 

Our investigation found that the Department for Communities and Capita failed to properly obtain and use all relevant medical information to help them assess claims for the Personal Independence Payment (PIP) benefit.

A woman complained about the treatment her daughter received when she attended the Emergency Department of Altnagelvin Hospital.  We found that the plan to conduct an ECG and observe the patient was reasonable, but asked the Trust to apologise for the nursing behaviours and attitudes she encountered in the hospital.

We asked the Northern Health Trust to apologise to a man after we found it failed to properly monitor a growth on his lungs and to offer him appropriate non-surgical treatment.