New analysis of complaints by Ombudsman shows government departments need to raise their game
17 May 2013
The Parliamentary Ombudsman has today (17 May 2013) published data on the number of complaints that it received relating to every UK government department in 2012.
The analysis reveals big variations between departments. It shines a spotlight on departments that have been subject to the largest increases in complaints and also highlights those that have made significant improvements in their complaint handling.
The publication of the new data is part of a drive by the Parliamentary Ombudsman service to encourage public sector organisations to use complaints from the public to improve the services they provide.
It shows the total number of complaints the Ombudsman’s service has received in 2012 about each department and the agencies for which they are responsible, together with qualitative examples of the issues that people are complaining about. It also highlights what action needs to be taken to address these issues and how people’s experience of complaining can be improved.
The Parliamentary Ombudsman, Julie Mellor said:
‘Often when people complain to us, they tell us that their main motivation is to ensure that the mistakes they’ve experienced don’t happen to anyone else. They want their complaint to make a difference. But, worryingly, our research shows that almost two thirds of people don’t believe it will. We want to change that view.
We have provided information on the types of complaints we receive about government departments and the action that we believe they are taking to address them. In some cases we’ve flagged up where they need to work harder. By sharing this knowledge we want to help ensure that complaining can lead to real improvements in public services.
I urge all Permanent Secretaries heading government departments to ensure that complaint information is shared and analysed at board level. Department and agency boards should be looking at the number of complaints they get, what any trends say about their organisation, and what action needs to be taken to address the issues people are complaining about. By doing this, complaints can help to drive real improvements in the services public sector organisations deliver.’
Government departments with the highest numbers of complaints that also showed a high year-on-year increase in 2012 were:
- Home Office (1,417 complaints) ― an 84% increase in complaints overall. Over 80% of Home Office complaints related to the UK Border Agency ― a 97% year-on-year increase.
- Department for Work and Pensions (2,695 complaints) ― a 13% increase in complaints overall. The Independent Case Examiner saw a 32% increase and Jobcentre Plus saw a 20% increase.
- Ministry of Justice (1,109 complaints) ― a 10% increase in complaints overall, including a 27% increase in complaints about HM Courts and Tribunals Service.
A rise in complaints about a particular department or agency does not necessarily mean that things are getting worse. It could reflect improved public awareness of the right to complain, better complaint handling processes, restructuring within a department or an increased call on services.
The Ombudsman’s analysis also highlights government departments that have made significant improvements in complaint handling. One is the Department for Environment, Food and Rural Affairs, in particular its Rural Payments Agency. Another is the Department for Work and Pensions, which has been leading a cross-government complaints forum.
The analysis has been sent to the Permanent Secretary of each department, and also shared with the relevant House of Commons Select Committees to support their scrutiny of the performance of public services.
Copies of the analysis relating to each government department are available here.
Ends
For media enquiries, please contact the Ombudsman’s Press Office on 0300 061 4996/4272 or email press@ombudsman.org.uk.
See a PDF version of this release here
Notes to Editors
- Parliamentary Ombudsman complaints data (2011 and 2012). You can read the full analysis on our website http://www.ombudsman.org.uk/improving-public-service/annual-government-performance-information
Government department No. of complaints in 2012*
(figures for 2011 in brackets)% increase or decrease Dept. for Work & Pensions (Complaints about the the Independent Case Examiner increased by 32% and complaints about Jobcentre Plus by 20%) 2,695
(2,391)13% increase Home Office (Over 80% of complaints were about the UK Border Agency, representing a 97% increase from the previous year) 1,417
(771)84% increase HM Revenue & Customs (Complaints about the Adjudicator’s Office were down 32% and complaints about tax credits down 16%) 1,222
(1,207)1% increase Ministry of Justice (Includes 27% increase in complaints about HM Courts and Tribunals Service) 1,109
(1,007)10% increase Dept. for Education (Over 90% of complaints were about the Children & Family Court Advisory & Support Service – a 27% increase) 298
(247)21% increase Dept. for Transport (Over 60% of complaints were about the DVLA) 297
(300)1% decrease Percentage increases/decreases in complaints have not been included in the last column for numbers of complaints below 200.
Dept. for Business Innovation and Skills (26% of complaints were about the Land Registry )
154
(155)Dept. of Health (43% of complaints were about the Care Quality Commission. Note that the overwhelming majority of complaints about health are about the NHS and NHS-funded services which are dealt with separately) 138
(140)Dept. of Communities and Local Government
(Over 60% of complaints were about the Planning Inspectorate)132
(120)Dept. for Environment Food and Rural Affairs (Complaints included cases about the Rural Payments Agency’s Single Payment Scheme) 128
(139)Dept. of Energy & Climate Change (Complaints included cases about the Warm Front scheme, particularly installation of new boilers/central heating systems) 74
(61)Dept. for Culture Media and Sport (Complaints included cases about the National Lottery Commission) 53
(29)Ministry of Defence 37
(38)Foreign & Commonwealth Office 35
(45)HM Treasury 34
(22)Cabinet Office 16
(13)Dept. for International Development
3
(3)*Note that these are for whole calendar years 2011 and 2012
Notes about the data
The rise in complaints about a particular department or agency does not necessarily mean that things are getting worse. The number of complaints received and increases in numbers may reflect
- better signposting and complaint handling
- increased awareness among the public about their rights
- the impact of a particular campaign which results in more complaints
- a restructure of services, such as disbanding of agencies
- more ‘premature’ or misguided complaints
- an increased call on a department’s services, such as an increase in unemployment (e.g. affecting Jobcentre Plus)
- the fact that some government departments run services that affect the majority of citizens (e.g. the Department for Work and Pensions and HM Revenue & Customs*), so would naturally attract more complaints than others that do not (e.g. Department of Health, the Department for International Development, and the Foreign and Commonwealth Office). *Note that HM Revenue and Customs is not, technically, a government department but is treated as such for reporting purposes here.
- The Parliamentary Ombudsman was set up by Parliament to help both individuals and the general public. We are not part of the government.
The Ombudsman’s role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations. The service is free to use and open to everyone. - If someone is unhappy about the service they have received from a government department or another public organisation, they should first make their complaint to the department or organisation in question and give them the chance to respond. If they’re not happy with how their complaint is dealt with, they should contact the Ombudsman – call 0345 015 4033 or email phso.enquiries@ombudsman.org.uk.
- Common failures in complaint handling include:
- failure to respond to complaints within a reasonable length of time
- poor customer service
- poor decision making
- grudging apologies
- failure to resolve issues
- poor record keeping
- failure to provide accurate and timely information
- providing incomplete, unhelpful or confusing responses
- failure to learn from mistakes.
