How we help
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Our role is to consider complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service.
Not every complaint needs to be resolved by investigation and we provide a service for everyone who contacts us.
In 2010-11, we received 23,422 enquiries and continued work on 1,623 carried over from 2009‑10.
First contact
People who contact us often need help with making their complaint or advice on where to complain.
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A closer look
Before deciding what action to take, we assess an enquiry in detail. This includes talking to the complainant, reviewing the papers, talking to the body complained about and taking professional advice.
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Formal investigation
Only a small number of cases need to be resolved by a formal investigation. Our investigations are thorough and impartial, and conclude with a report of our findings.
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