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.
Read more on Model complaints system and policy
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.
Read more on Six rules for getting it right
Where a person has been wronged by a public service provider, that body should provide appropriate action or compensation. This leaflet gives very broad proposals on action or compensation to help public servants develop a consistent approach. We do not always seek compensation or indeed receive it if we do request it.
Read more on Guide to the provision of redress
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.
Read more on Guide to standards of best practice for public servants
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.
Read more on Guidance for Private Nursing Homes
A model complaint system for nursing homes, including a model complaints policy and complaint form.
Read more on Model complaints system for nursing homes
A Word document version of the model complaint form for general use.
Download the form template (.docx)
A Word document version of the model complaint policy for general use.
Download the policy template (.docx)
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.
Download the Six rules for getting it right (.pdf)
This leaflet explains how private nursing homes can provide redress when things go wrong.
Read more on Redress – getting it wrong and putting it right