Summary of the customer survey
Methodology
The customer survey sought the opinions of those who had approached the Parliamentary Ombudsman with a complaint about a government body or agency and had completed the local complaints process, but without the required MP referral. When this happens we explain that an MP referral is required and how to get one. We keep the complainant’s enquiry open for 3 months to allow them time to obtain a referral. If they do not return within 3 months we close their enquiry as withdrawn.
In total we interviewed a sample of 90 customers. This was made up of 50 customers who subsequently returned within 3 months with an MP referral, and 40 who did not return within 3 months. The sample was taken from all 170 people who met these criteria between July and November 2010 (102 who subsequently returned to us with an MP referral and 68 who did not).
It is important to note that some of the people who did not return to us within 3 months with a referral did eventually manage to secure a referral from their MP. However, for the purposes of our research their comments remain in the category of ‘did not get an MP referral’.
