A closer look
A formal investigation is not always needed to resolve a complaint.
Where we can, we resolve complaints quickly and simply by intervening to secure an outcome that is satisfactory for everyone.
Complaints that have been made at the right time, for the right reason and in the right way are assessed by our customer service and assessment teams to confirm whether we should investigate. This involves a closer look at the detail of the case in order to decide if a formal investigation is needed.
We may talk to the complainant and the body complained about, review papers relating to the complaint and take professional advice.
In 3,728 of the cases we assessed, we were satisfied that there was no evidence of maladministration or injustice for us to investigate and we reassured the complainant that there was no need for a formal investigation.
Where our assessment reveals clear evidence of maladministration or injustice, we can often resolve the issue quickly and effectively. In 605 cases last year we resolved the matter by working with the public body and complainant to reach a satisfactory conclusion without the need for a formal investigation. In 273 of these cases, we were able to resolve the matter ourselves and in a further 332 cases the body concerned resolved the complaint following our intervention. Our interventions can result in progress for a delayed application or appeal, or a remedy for the complainant such as an apology, a detailed explanation of what went wrong or a compensation payment. In 2010‑11 only 107 parliamentary cases and 296 health cases needed to be resolved through formal investigation.
Helping our customers
Our customer research in 2010-11 revealed:
- 70 per cent of enquirers surveyed said that the complaints process was easy to understand
- 82 per cent of enquirers surveyed said that our staff were helpful and approachable
- 70 per cent of enquirers surveyed said they were likely to recommend our service to friends and family.
