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November 2016 – The power of “sorry”

Sorry seems to be the hardest word in the resolution of complaints but it shouldn’t be that way.  One small word can lead to a fundamental shift in how an individual views the outcome of a complaint and their treatment within the complaints process. In this blog I examine the power of ‘sorry’ and why […]

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August 2016 – Redress – Part Two

Earlier this month I posted the first of a two-part blog on redress – an issue that is of particular concern to individuals who contact my office. While the first part looked at the broad issue of redress – what it is and the different types of redress – the second part looks at the […]

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August 2016 – Redress – Part One

What happens at the end of an investigation if the Ombudsman finds in my favour? What is redress, does it just mean compensation? What type of redress will I be given? Can the Ombudsman pay me compensation? Can the Ombudsman force the Services to follow her recommendations? These are all questions that my team are […]

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