Publications
Creating a Service Charter for the Ombudsman - report by OPM
1 February 2016
The Office for Public Management (OPM) was commissioned by us in November 2014 to design and run a set of consultation and research activities around the development of a new service charter.
Research
Breaking down the barriers: Older people and complaints about health care
30 December 2015
A report providing a number of broad recommendations for healthcare policy makers and organisations to improve older peoples’ experiences of the complaints system.
Reports about NHS
A review into the quality of NHS complaints investigations where serious or avoidable harm has been alleged
8 December 2015
This report explains the findings of our research, highlights the issues we have identified, and sets out the action we believe needs to be taken to improve the quality of NHS investigations.
Reports about NHS
Report of the results of an investigation into a complaint about High Speed 2 Ltd (HS2 Ltd)
26 November 2015
Our report on the results of an investigation into a complaint about High Speed 2 Ltd (HS2 Ltd).
Reports about government
Complaints about UK government departments and agencies and some UK public organisations 2014-15
10 November 2015
A report highlighting the complaints about UK government departments and agencies and some UK public organisations 2014-15
Reports about government
Annual report 2014-2015
9 November 2015
Our 2014-15 annual report gives 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
Complaints about acute trusts 2014-15
15 October 2015
This report details the information we have collected about complaints involving acute trusts in England in 2014‑15.
Reports about NHS
How we can help you leaflet (Large print)
3 August 2015
This large print leaflet explains our role and the type of complaints we investigate. It summarises who we are and what we do.
Leaflets
Principles of Good Complaint Handling - Welsh
28 July 2015
One of three sets of Principles which outline the approach we believe public organisations should adopt when delivering good administration and customer service, and how to respond when things go wrong.
Corporate publications