Learning Points

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For each of our reports we summarise the learning that can be taken from our analysis of complaints.

Our judgment

The Planning Inspectorate were acting contrary to HM Treasury guidance Managing Public Money and contrary to the Ombudsman’s Principles when they decided they would routinely refuse to pay compensation for the impact of their mistakes on users of their service.

Learning points

The most cost effective way to resolve complaints is to do so properly, as early as possible.  That may include paying financial compensation.

The cost of an organisation’s maladministration must not be passed on to individuals in an attempt to make budget savings.  To do so is unfair, unjust, and a false economy.

Permanent Secretaries, Boards and Senior Managers should:

  • Consider carefully the implications of decisions intended to reduce expenditure, and ask the questions:
    1. Is there a genuine economy to be made, or may costs be increased by the need to revisit decisions at a later date?
    2. If costs are being transferred to individuals, or to other organisations, is that fair and equitable?
  • Take a wider perspective, and consider:
    1. What is the impact on individuals already within the process?
    2. How should changes to processes be publicised?
  • Refer to our Principles, and in particular:
    1. In relation to the Principles of Good Administration, ‘act fairly and proportionately’ to ensure that the organisation deals with people fairly.
    2. In relation to the Principles of Good Complaint Handling, ‘get it right’ by ensuring there is a procedure in place to provide complainants, and others affected, with a fair outcome.
    3. In relation to the Principles for Remedy, ‘put things right’ by ensuring that individuals, and others affected, are put back in the position they would have been in had the mistake not occurred.

How we reached this view

We investigated and upheld four complaints about the Planning Inspectorate.  In each case, the Planning Inspectorate failed to compensate complainants after a mistake by the Planning Inspectorate caused the complainant to incur unnecessary costs.  We found that the Planning Inspectorate’s approach was maladministrative and a false economy.

Our role

Our role is to consider complaints that government organisations and the NHS in England have not acted properly or fairly, or that they have provided a poor service.

We work to put things right and to share the lessons from those complaints to improve public services.

We are a free service, open to everyone.

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