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Complaints

This category contains 30 posts

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

Ensuring fairness in ombuds’ decision-making

By Nial Vivian On 1 November 2017, MoneySavingExpert (MSE) published a report into the ability of ombud schemes to fulfil their purpose. They concluded that ombud schemes are perceived as biased by many users, that compliance with ombuds’ processes and decisions is poor, and that a tightening of regulations around the use of the title … Continue reading

Conference launches research and guidance on supporting employees who have been complained about

A conference co-organised by the Scottish Public Services Ombudsman (SPSO), Queen Margaret University (QMU), and the University of Glasgow took place in Edinburgh on Tuesday 5 December. The conference explored how best to support public-service employees who have been subject to a complaint. The conference launched an SPSO report on ‘Making Complaints Work for Everyone’. … Continue reading

Being complained about: What can we do to support public services employees?

On Tuesday 5 December 2017, the Scottish Public Services Ombudsman, Queen Margaret University, and the University of Glasgow will be hosting a one day conference on the impact of complaints on the health, well being, and performance of public service employees who have been subject to a complaint. The conference will take place at Queen … Continue reading

Research into Scotland’s new arrangements for public service complaint handling

By Tom Mullen, Chris Gill and Nial Vivian Tom Mullen, Chris Gill, and Nial Vivian have published a report of their research into Scotland’s new arrangements for public service complaint handling. The research was funded by the UK Administrative Justice Institute (UKAJI) and the Nuffield Foundation. The report is being formally launched today at a … Continue reading