Independent Reviewer’s report published

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 last year 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 1 April to 30 September 2021. It reflects on how effectively we handled service complaints received with a focus on those that are more challenging to deal with, 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

To find out more about how we manage our service complaints see our factsheet – Complaints about our service