1. The Ombudsman Association Biennial Conference 2013
Ms. Judy Clements OBE
The Adjudicator
Ms. Elizabeth Derrington
Independent Complaints Reviewer for Land Registry & Partner in the Independent Complaints Resolution Service

2. Comparison of Roles Complaint Handlers Ombudsmen Fairness
Effectiveness
Accessibility
Openness and transparency
Accountability
Governance
Ombudsmen
Fairness
Effectiveness
Accessibility
Openness and transparency
Accountability
Governance
Independence
Cannot use the title Ombudsman
Use the title of Ombudsman unless there is a good reason not to do so

3. Complaint Handler members include:

4. What Complaint Handlers Achieve
Recommendation led to revision of practice in considering grant applications….
Recommendation to introduce a protocol for CAB to act as representative…..
Recommendation to organisation to improve practice on reasonable adjustments. Agency published an article…..
Recommendation led to detailed guidance on a change in legislation…
Recommendation led to SLAs, including time frames for comms being set out in client care letter….
Recommendation to communicate to customers reasons for delay in admission to stadium….
Recommendation led to adoption of Money Advice Liaison Group guidance on dealing with people with mental health challenges….
Recommendation for changes for candidates receiving feedback on selection process…..

5. The Administrative Justice Tribunals Council
“The overall system of administrative justice is composed of an increasingly diverse range of schemes and techniques. But, although the AJTC welcomes the flexibility and choice that this brings, there may be risks of fragmentation and confusion. AJTC urge government to look again at a ‘one door’ approach” (para 135)

6. The Administrative Justice Tribunals Council
“…though they are usually funded by the relevant decision-making organisation, both types of third party review schemes operate in an arms length manner and in a neutral setting, adhering to the principles that underpin ombudsman services generally …
….They provide proportionate complaint settlement and resolve many cases that would otherwise be prolonged and exacerbated if not dealt with in an independent way. Importantly, they provide regular feedback to organisations aimed at improving their future services” (para 82 )

7. AJTC Comparison Complaint Handlers Ombudsmen Good value to administer
Free of charge to users
Get to the core of the grievance
Experience and expertise in the area
Robust, high-quality process
Consistent feedback
Independence from decision-makers
Ombudsmen
Good value to administer
Free of charge to users
Get to the core of the grievance
Adherence to BIOA principles
Robust, high-quality process
Helpful feedback
Secure suitable redress

8. Varda Bondy and Andrew le Sueur
On administrative justice:
There has been “a growth in the number and nature of bodies that provide administrative redress as well as an increasing blurring of the boundaries between public and private decision-makers and resolution providers’ ” (page 4)
Leading to a landscape that is “sprawling and only lightly and sporadically co-ordinated by central government’ (page 59)

9. Varda Bondy and Andrew le Sueur
They point to the importance of:
….the scope for innovation by people with close knowledge of the day to day problems of the individual organisations

10. Varda Bondy and Andrew le Sueur
They note the potential for dedicated complaints handlers to:
….contribute to service improvements because of
Close contact
The relationship of trust and challenge

11. Varda Bondy and Andrew le Sueur
They propose principles for redress mechanisms including:
Accountability
VFM
Fit between grievance and redress mechanisms
Room for innovation
Ability to contribute to improvements

12. Let’s not focus on the differences, but build on our similarities
Conclusion
Let’s not focus on the differences, but build on our similarities

13. Thank you
Any questions?