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Complaints

This category contains 34 posts

How do complaints affect those complained about? And what can we do about it?

Researchers exploring the effect of complaints on public-sector staff are seeking examples of ‘what works’ for a Model Document. Carolyn Hirst and Chris Gill Chris Gill has already posted a note of the conference which took place at Queen Margaret University on 5 December 2017, at which our research on the findings of a small … Continue reading

Designing a Public Services Ombud scheme for Jersey

Researchers from the University of Essex are exploring the design of a new public-sector ombud in conjunction with the Jersey Law Commission. By Andrew Le Sueur and Margaret Doyle Background The current project has had a long gestation. In 2000, the Review Panel on Machinery of Government in Jersey (chaired by Sir Cecil Clothier) recommended … Continue reading

What do we know about the role of young people in SEND dispute resolution? A research overview: Part 1

By Margaret Doyle This post is in two parts: Part 1, published here, sets out what we know from research about young people’s involvement in special educational needs and disabilities (SEND) dispute resolution; Part 2 explores what we know about involving young people with SEN in research. The two-part post forms part of a knowledge-exchange project, … Continue reading

Safeguarding procedural fairness or imposing excessive legalism?

  UKAJI is publishing a series of blog posts about the Court of Appeal decision in Miller v Health Service Commissioner [2018] EWCA Civ 144 (February 2018), which identified a number of failures in the investigation by the Health Service Ombudsman for England. This first post, by Richard Kirkham, considers what the judgment tells us about judicial approaches … Continue reading

What do we know and what do we need to know? A review of research on public-sector ombuds

By Dr Nick O’Brien In December 2016, the Cabinet Office published the draft Public Service Ombudsman Bill, setting out its proposals for bringing together the responsibilities of the current Parliamentary and Health Service Ombudsman and the Local Government Ombudsman to create a new organisation with strengthened governance and accountability for complaints about public services in England. This review explores what research has been … Continue reading