1. Dealing with complaints about our service
Suzannah Beazley
Head of Review Team, Parliamentary and Health Service Ombudsman
Walter Merricks
Service Complaint Adjudicator, Legal Ombudsman

2. the main issues
separating complaints about service from complaints about merits
internal responsibility for service complaints
process and procedures
remedies and redress for poor service
role and responsibilities and value of external service complaint reviewers

3. A mini survey
We had info on 18 schemes replied – 13 are ombudsman and 5 are regulators
All but one said they had an identified process
For nearly all it was on their website
The large majority had 2 internal stages and could identify a manager responsible, and the position of the person who signed final stage
Possible outcomes: apologies, change in process – some said compensation might be paid

4. Service complaints approach of staff communications discrimination
failure to follow process
pressure caused by response deadline
timeliness
comments/evidence/points not considered

5. Distinguishing service complaints
Not always easy
Often a cover for dissatisfaction about merits
Very rare that service is the only issue
FOS says 25% going to IA are about merits
Is it worth arguing at length that this is just about merits?

6. location of responsibility
All agree that the first stage is best handled locally
FOS disbanded a separate “Service Review Team” to avoid distancing service complaints
Some schemes use same process and line to handle service and merits complaints
Others identify service complaints with a separate case number

7. Timing
Dealing with service complaint while merits investigation still under way?
Usually yes – helps to keep case on track
Manager needs to decide if change of investigator demanded
What if an DPA/FOI request is made?
Where there is an external stage 3, usually only accepted after merits final decision

8. Remedies Admission and apologies – who from?
Some offer compensation on the authority of managers
Usually around £100
Assurance that lessons have been learned
Changes in process will be adopted

9. And what happens? Is there central oversight by a named manager?
Are lessons actually learned?
As organisations that set standards for complaint handling by others
Transparency: how far are they acknowledged in annual reports?

10. External service complaint reviewers
5 ombudsman schemes have appointed them
FOS, OS, LeO, TPO, SPSO
Naturally those who have them value them
A number of others are considering possible appointment
Some E&W government agencies/regulators also have reviewers

11. Service reviewers All have different titles
Different TORs and terms of appointment
Different powers
Independence gives added credibility, helps bring finality, is critical friend
But how should complaints about the service reviewer be dealt with?