Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find more information online.

Independent Reviewer’s report published

17 January 2024

The latest report of the Ombudsman’s Independent Reviewer of Service Complaints has been published. It is part of our commitment to learning from complaints about our service and to continually improve our performance. Adam Sampson […]

The latest report of the Ombudsman’s Independent Reviewer of Service Complaints has been published. It is part of our commitment to learning from complaints about our service and to continually improve our performance.

Adam Sampson was appointed as the first Independent Reviewer of Service Complaints in 2021 to enhance our learning with an independent perspective and to demonstrate our transparency through the publication of his reports.

The report considers a sample of complaints against our service closed between October 2022 to March 2023. It reflects on how effectively we handled service complaints received with a focus on those relating to delays in investigating cases and provides recommendations where our approach could be improved.

A summary of the individual complaints examined is also included in the report together with a management response to the reviewer’s recommendations and an update on the previous recommendations.

Read the report