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The Ombudsman’s Casework Report 2019

Introduction

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

It also includes complaints about mental health care in England and an example of a complaint we resolved without the need for a formal investigation.

The Report offers valuable lessons about the importance of good complaint handling and how complaints can be used to drive improvements.

This is a significant step in our commitment to being more transparent about our work. By April 2021 we will publish the majority of our decisions anonymously online.

Alongside the report we're also publishing the data on complaints we received about UK government departments and other public organisations. You can download the report and the data below.

 

Download The Ombudsman’s Casework Report 2019 [PDF 3.12MB]

Download Complaints about UK government departments and other public organisations 2018-19 data [xlsx 3.63 MB]