This report, my first as Parliamentary and Health Service Ombudsman, describes the work of a precious public institution – one that has the independence and authority to intervene when the state fails the public and which works to put things right for individuals when all other attempts have failed.

As this report reveals, last year was one of our busiest yet and we successfully resolved more complaints for individuals either through formal investigation or via quicker, simpler means. We published reports on issues as wide-ranging as the internment of a family by the Japanese during the Second World War and the failings in care for a man with Down’s syndrome, who was wrongly placed in locked accommodation until his death. We promoted our concerns about GPs striking patients off their lists unfairly and highlighted the complexity of the differing complaints procedures operated by government departments.

There is more to do and throughout this report you can read how our future plans are taking shape. Moving forward, we want to deliver more impact for more people, by raising our profile and making it easier for people to complain. We want to build our relationship with Parliament by sharing more learning from our casework and by supporting MPs in tackling issues where the state has failed individuals, communities or the public. Alongside this, we will continue to improve the service we offer to individuals by acting as a fair and impartial complaint handler of last resort.

My thanks go to my predecessor, Ann Abraham, who left behind a well-run organisation with strong foundations on which we can build for the future. Staff across our two sites have given me a warm welcome. Together, we are committed to using our independence, authority and expertise to provide more impact for more people in future.

The new Ombudsman

Dame Julie Mellor, DBE has 30 years’ experience of public services and business. Her roles have included the Chair of the Equal Opportunities Commission, where she was consistently rated among the top 25 opinion formers in the public sector. She was Human Resources Director for British Gas and a Board Member of the National Consumer Council.

As a partner in PricewaterhouseCoopers’ health sector team, she founded the innovative Forward Thinking programme, which works with politicians, think tanks and public sector opinion formers to contribute expertise and ideas to solve big public sector challenges.

A genuine representative of the people she served

When Ann Abraham retired in January 2012 she left behind a valuable and lasting legacy. She undertook the role of Ombudsman with great commitment, independence and integrity, and worked tirelessly to tackle injustice.

Bernard Jenkin MP, Chair of the Public Administration Select Committee, said Ann was someone who had ‘changed the course of history’ on the question of Equitable Life and on many other issues of importance to individuals. Another member of the Committee, Kelvin Hopkins MP, said: ‘Ann Abraham was always first class. She was steadfast, highly intelligent, a genuine representative of the people she served, and loyal to Parliament.’