The Ombudsman Service aims to work with others to use what we learn from complaints to help them make public services better and to lead the way in making the complaints system better.

We want to be open and clear, with both complainants and public bodies within the Ombudsman’s jurisdiction about what we expect when public bodies deliver services and the questions we ask in deciding whether maladministration and service failure have occurred. In particular, we want public bodies to understand the expectations we have of them and how we will approach complaints.

In this section, you can read the Ombudsman’s Principles, which outline the approach we believe public bodies should adopt when delivering good administration and customer service and how to respond when things go wrong. You can access the Ombudsman’s reports to Parliament and find out more about her expectations about the way complaints are managed in the NHS.

Ombudsman's Principles

The Ombudsman’s Principles outline the approach we believe public bodies should adopt when delivering good administration and customer service and how to respond when things go w[…]

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Reports and consultations

We produce a range of materials to help public organisations and their customers understand our expectations of complaint handling and to share the learning from complaints.[…]

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