Service providers are expected to have well-developed complaints handling procedures in place. It is expected that, where any problems are identified, public service providers will quickly fix the mistake and make sure it does not occur again.
The Ombudsman provides a guide to developing a system for complaints.
This guide uses the experience of the Office of the Ombudsman to highlight six key elements of good public administration. Its purpose is to help public service providers provide a first-class service to their customers.
Where a person has been wronged by a public service provider, that body should provide appropriate action or financial redress. This leaflet gives very broad proposals on action or financial redress to help public servants develop a consistent approach. We do not always seek financial redress or indeed receive it if we do request it.
The guide was originally published by the Ombudsman with its 1996 Annual Report. This updated version was published as an insert to the 2002 Annual Report.
If a service has been wrongly denied or delayed, the public service provider should always give a detailed explanation and/or an apology. This guidance note describes what an apology is and what you need to do for an apology to be meaningful.
The Ombudsman can handle complaints relating to administrative actions of private nursing homes.
The Ombudsman has published guidelines for private nursing homes to support them in providing their services.
A factsheet that explains what you can do if you have a complaint about a private nursing home is also available below.
A model complaint system for nursing homes, including a model complaints policy and complaint form.
A Word document version of the model complaint form for general use
A Word document version of the model complaint policy for general use.
This guide uses the experience of the Office of the Ombudsman to highlight six key elements of good public administration. Its purpose is to help public service providers provide a first-class service to their customers.
Six Rules for Getting it Right - The Ombudsman’s Guide to Good Public Administration
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This leaflet explains how private nursing homes can provide redress when things go wrong.