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Are you a respondent in a Service complaint, or have you supported a respondent in a Service complaint? Then we’d like to hear from you about your experiences and whether having access to the Ombudsman would’ve helped. For more information click here.

Investigations

Just and equitable – what does it actually mean?

There are time limits for making a Service complaint and also for making an application to my office. These time limits are set in law.  Complaints that are made outside of those time limits can still be accepted if it considered “just and equitable”. But what does that actually mean?

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How many staff does it take to investigate complaints?

No, it isn’t the start of a good joke! The question of whether an organisation has enough staff to deliver their core objectives is one that is common to most sectors, including the ombudsman community. As many of you will have seen from our recent communications, including the Annual Report, we don’t currently have enough staff to meet our published time targets. While this is an issue we are working to rectify as quickly as we can, I thought I would use my second blog this month to explore this issue further.

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Judicial Review

We talk a lot about how the decisions I make as the Service Complaints Ombudsman are binding and can only be challenged by Judicial Review, but what does that mean? In this blog I will be looking at why the legislation requires my decisions to be binding and what Judicial Review is all about. When […]

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January 2017 – The year ahead

This week marks the second year of the Office of the Service Complaints Ombudsman and our 1st birthday!  I thought it only fitting to use my first blog of the year to at the year ahead and what I hope to achieve in 2017. Our office reopened Tuesday after the Christmas break and we are already […]

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What makes a good decision letter?

One of my powers as the Service Complaints Ombudsman for the Armed Forces is to review decisions made by the chain of command to not accept a complaint for investigation.  In the first 9 months my office has upheld 53% of reviews of this type in favour of the complainant. In some instances it isn’t […]

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October 2016 – Investigations

Our investigations team are taking over the Ombudsman’s blog this week to tell you about what they do and to answer the 4 most commonly asked questions about investigations. Many people who make an application to the Ombudsman asking for an investigation think that the Ombudsman will deal with their matter personally.  Given the large […]

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