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Responsive and Accountable?
The Parliamentary Ombudsman's review of complaint handling 2010-11

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Foreword from the Ombudsman Ann Abraham

Our survey of government complaint handling

Our report in 2010-2011

Statistics Details of complaints about government departments

Our survey of government complaint handling Read about the inconsistency in government complaint handling revealed by our survey

Case studies Read examples of people who complained to us in 2010-11 and their experiences of failures in complaint handling

The financial cost of poor complaint handling Here we reveal how much public bodies have paid to complainants. What these figures don’t show is the cost of lengthy complaints processes and the toll on complainants' lives

Looking to the future A better approach and a better attitude to complaints could contribute to public service reform

Download the report Listening and Learning 2010-11 Annual Report

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