Search results

This section explains what an Ombudsman does and gives information about our senior staff.

We look carefully at every complaint.

Some complaints can be resolved quickly, while others may need a more detailed investigation.

These are the documents we use to help us make our decisions.

This page tells you how we send and receive information securely, and how we handle your personal data.

Our Annual Reports and Accounts explain how we spend our money and how we perform against our targets.  

The Ombudsman's Reports give information about the investigations we carried out during the year.

These short videos explain why good complaints handling is important and provide helpful guidance to those investigating complaints.

Our Model Complaints Handling Procedures provide guidance to staff on how they should investigate complaints.

Best Practice Guidance on Learning from Complaints – this document is the first to be launched in a series of guides to support improvement in complaint handling standards across public services, alongside the introduction of a standardised and simplified complaints handling approach. Further guides are coming soon.

Read about the research and consultation we carried out to help us create the new complaints handling procedures.

This section contains our Strategic Plan, some of our policies and procedures, and the minutes of our senior management meetings.