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Ombuds and reviewers

This category contains 101 posts

Being Complained About – What Next?

An update from Carolyn Hirst (Hirstworks), Chris Gill (University of Glasgow) and Jane Williams (Queen Margaret University) on the Being Complained About work and their related new project on Therapeutic Complaint Resolution (TCR). Their previous UKAJI blog post on this project can be found here.       Our ‘Being Complained About: Good Practice Principles … Continue reading

The All-Party Parliamentary Group on Consumer Protection – Report from the Ombudsman Inquiry

APPG on Consumer Protection – Report from the Ombudsman Inquiry. By Gavin McBurnie   The All-Party Parliamentary Group on Consumer Protection (the Group) published the report of its inquiry into ombuds on Wednesday 30 January 2019. The inquiry was the result of ‘long-standing concerns about the wide variation in the standards of complaints handling and … Continue reading

The PHSO at the PACAC: Rob Behrens and the Public Administration Committee

  The PHSO at the PACAC: Rob Behrens and the Public Administration Committee   By Lee Marsons   On Tuesday 22nd January 2019, Rob Behrens, the Parliamentary and Health Service Ombud (‘PHSO’) and Amanda Campbell, the PHSO’s CEO, appeared before the Public Administration and Constitutional Affairs Committee (‘PACAC’) for their periodic interrogation. Watching the evidence … Continue reading

Ombudsman Schemes in the Banking Sector and How They Can Enhance Access to Justice

By Kelly Shuttleworth This post is based on the Report ‘Ombudsman schemes and effective access to justice: A study of international practices and trends’  written for the IBA by the Bingham Centre for the Rule of Law and a related seminar held at the Bingham Centre on 6th December 2018. For wider reading, please see … Continue reading

Re-imagining public-sector complaint systems

  By Chris Gill Public-sector complaint systems often do not meet the needs of those who use them, those who operate them, and others who have a stake in them.[1] They can be hard to access, they can be costly, and their broader public value is rarely demonstrated. At the same time, the theoretical potential … Continue reading