Corporate publications

Performance against our Service Charter 2021/22 Quarter 1 (April to June)

4 October 2021

Our Service Charter makes commitments about the service we provide at different stages of our process. We publish the results each quarter. These results show how we performed against our Service Charter from April to June 2021.

Performance against our Service Charter 2020/21 Quarter 4 (January to March)

28 September 2021

Corporate publications

Annual Report and Accounts 2020-2021

19 July 2021

Our 2020-2021 Annual report and Accounts give details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive. We lay our annual reports before Parliament each year.

Corporate publications

The Art of the Ombudsman: Leadership through international crisis

27 May 2021

This report shares the results of a survey carried out among the international Ombudsman community to find out what leadership challenges they were facing as a result of the COVID-19 pandemic and other crises.

Corporate publications

Continuing Healthcare Report - Cover image

Report on Complaint Standards consultation

24 March 2021

This report captures the responses to the public consultation on the Complaint Standards for the NHS and explains what we have done in response to the feedback.

Corporate publications

Annual Report and Accounts 2019-20

20 July 2020

Our 2019-20 Annual Report and Accounts give details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive. We lay our annual reports Parliament each year.

Corporate publications

A letter to the Chancellor of the Duchy of Lancaster, Michael Gove, about a Government inquiry into Covid-19

1 July 2020

Rob Behrens wrote to the Chancellor of the Duchy of Lancaster, Michael Gove, to ask about the Government's plans for an inquiry into the handling of the Covid-19 pandemic.

Corporate publications

Balancing Evidence Guidance

7 May 2020

This guidance sets out the approach we will take when considering and assessing evidence.

Corporate publications

Equality, Diversity and Inclusion Strategy 2020-2024

14 April 2020

Creating and maintaining an equal, diverse and inclusive Ombudsman service is vital for individuals who work for us. It is also important for people who bring their complaints to us and those we investigate as we carry out our work.

Corporate publications

The Ombudsman’s Casework Report 2019

5 March 2020

Our first annual Ombudsman’s Casework Report includes information on cases we closed in 2019 about the NHS in England, UK government departments and other public organisations.

Corporate publications

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