An Ombudsman’s office is the place people turn to when things go wrong. Whether they want information about how they can address their complaints, or want an investigation, there is an expectation that the Ombudsman can and will help in a timely manner. However, those expectations may not be met when that office is experiencing a backlog. This is the current situation in my office.
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9ICOAF took place in London in 2017 and was co-hosted by the Service Complaints Ombudsman for the Armed Forces of the UK. It focused on how ombuds institutions can act as a moral compass of the armed forces and engender positive change.
Continue readingAs the Service Complaints Ombudsman for the Armed Forces, I am appointed by the Crown for a single term of 5 years. Having started the role in January 2016, this month marks the halfway point in my term. In my blog this month, I reflect on what we have achieved so far and what I hope to achieve before the end of my term.
Continue readingThis week is Volunteers’ Week in the UK. It is an annual event that provides an opportunity to recognise the contribution that volunteers make to society. Volunteering is something that is strongly encouraged within the OSCO by myself and my senior management team. In my first blog for June, I will be sharing with you why I believe volunteering is so important and how it benefits our office.
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The Office of the Service Complaints Ombudsman (OSCO) is a learning organisation. That means that as we grow and develop, we strive to improve the way we do things. This applies to all areas of our work – including how we tell people who we are and what we do. In my last blog for May, I will be sharing with you what we have done and will be doing over the coming year to improve our communication with you.
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May 14th – 20th was Mental Health Awareness week – an annual event hosted by the Mental Health Foundation in the U.K. Each year, a different theme is explored to raise awareness of mental health, break down the stigma surrounding these issues and bring about lasting positive change. This year the theme was Stress, something […]
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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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In 2017 the Office of the Service Complaints Ombudsman went through a restructure in order to provide greater oversight of and resilience in the operational arm of the office. As part of that restructure, two new positions were created – Chief of Operations and Chief of Staff. This month the Ombudsman is turning her blog over to the Chief of Operations, Eleanor Handslip, so that she can tell you more about the role and what she hopes to achieve.
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It is an issue that is often discussed not only in the media but in schools and workplaces. It is also often an issue that comes up in complaints concerning bullying, or even sexual harassment. What is banter and how can you tell when it is something more serious?
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When discussing the Service complaints process, people often focus on the complainant and the complaint handler. We want to ensure the complainant has the support they require and the complaint handler the knowledge and resources to investigate and decide the matter in a timely manner. However, there are other people involved in the complaints process […]
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