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​Principles of Good Administration

Introduction

This document gives our views on the Principles of Good Administration. It should be read in conjunction with our Principles of Good Complaint Handling and Principles for Remedy.

These Principles draw on over 40 years’ experience of investigating and reporting on complaints to propose a clear framework within which public bodies should seek to work. At the same time, the Principles of Good Administration helps clarify the expectations against which the Parliamentary and Health Service Ombudsman will judge performance.

The Principles set out here are intended to promote a shared understanding of what is meant by good administration and to help public bodies in the Ombudsman’s jurisdiction provide a first-class public service to their customers.