Remedies
Where we find that things have gone wrong, we focus on putting the complainant back in the position he or she would have been in before the mistake occurred.
Case Study: Investigation leads to change of Ofsted policy Read more
In nearly all cases this means getting the organisation to take action to put matters right. Sometimes this means offering an apology and an explanation, and in others it may involve financial remedy. But we also have the ability to get beyond the individual complaint, to spot themes and trends, and to make recommendations for change that will have an impact not just for the individual but also for the whole community.
As our published reports have shown time and time again, our investigation of one complaint can have big consequences for the way in which public services are delivered.
In 2011-12 we sought 1,730 remedies, all of which have been accepted by the organisation complained about or are under consideration.
Moving forward
We want to work in partnership with others to spot potential problems or failures in public services so that we can investigate and put right issues affecting large numbers of people.
Our case studies show the wide range of issues we can look at and demonstrate how we make a difference to individuals and the wider public.
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