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Guidelines for public bodies

The Ombudsman expects that Public Bodies will have well developed complaints handling procedures in place which makes that where any faults are identified, the public body will move swiftly to make good its mistake and take the appropriate action to ensure that those mistakes do not recur. 

The Ombudsman publishes guidelines for public bodies in order to support them in the provision of their services.

Model Complaints System and Policy

The Ombudsman's guide to developing a complaint handling system.

Six Rules for Getting it Right - The Ombudsman’s Guide to Good Public Administration

The purpose of this guide is to help public bodies to provide a first-class service to their customers. The guide draws on this Office's experience of examining complaints against the public service, and highlights the key elements of good public administration.

The Ombudsman's Guide to the provision of redress

Where a person has been wronged by a public body, that body should provide appropriate redress. This leaflet gives very broad proposals on the provision of redress to help public servants develop a consistent approach towards remedies.

The Ombudsman's Guide to Standards of Best Practice for Public Servants

The Guide was originally published by the Ombudsman with the Annual Report for 1996, and this updated version was published as an insert to the 2002 Annual Report.

The Ombudsman's Guide to Making a Meaningful Apology

When it turns out that a service or commitment 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.