Issues raised about complaint handling

Issue	Representation
No acknowledgement of mistakes	6%
Failure to act in accordance with law and relevant guidance	11%
Poor explanation	6%
Inadequate financial remedy	22%
Communication with complainant unhelpful, ineffective, disrespectful	4%
Unnecessary delay	6%
Response not evidence based	4%
Focus on process not outcomes	8%
Failure to understand the complaint and outcome sought by complainant	6%
Factual errors in response to complaint	4%

Shows the most common reasons why people complained to us about the way the public body had dealt with their complaint. Receiving an inadequate financial remedy was the most common reason why people were unhappy with the way their complaint has been handled.⁶

6. The keywords in figures 1 and 2 reflect the issues raised by complainants. We assign keywords to complaints that are not taken forward at the Ombudsman’s discretion or because they are premature. Complaints which are taken forward for investigation are assigned further keywords according to the issues we identify when investigating the complaint.

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Parliamentary and Health Service Ombudsman

Issues raised about complaint handling