We independently investigate complaints about UK government departments, other public organisations and the NHS in England. We believe in the power of complaints in transforming public services. Everyone should be able to complain, regardless of who they are, how they identify or where they come from.
Our equality, diversity and inclusion (EDI) principles are embedded in the way we work and how we handle complaints.
Our legal framework
Our work is underpinned by the Equality Act 2010 and the Human Rights Act 1998, which require us to uphold people’s rights and dignity.
The nine protected characteristics are:
- age
- disability
- gender reassignment (which includes gender identity or expression)
- marriage and civil partnership
- pregnancy and maternity
- race
- religion or belief
- sex
- sexual orientation.
Our EDI responsibilities
This statement supports our strategy for 2026 to 2031 and will help us to achieve our three objectives over the next five years. Our objectives are:
- impact - to drive meaningful improvements and system-level changes in public service
- user experience - to provide an accessible, timely and person-centred complaints process
- awareness - to be a recognised and influential voice in improving public services.
You can also download an Easy Read version of this statement (PDF 2.90MB).