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Complaints

This category contains 32 posts

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 will follow and explore what we know about involving young people with SEN in research and what research gaps exist. … 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

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