1. Naomi Creutzfeldt, ESRC Research Fellow Centre for Socio-Legal Studies
What people want: expectations of complaint handling Ombudsman Association conference 14 & 15 May 2015 ’Changing with the times: effective complaint handing in the 21th century‘
Naomi Creutzfeldt, ESRC Research Fellow
Centre for Socio-Legal Studies

2. OUTLINE
My research project: ‘trust and legitimacy of ombudsmen in Europe’
Case studies
Who are the people in the sample?
What do they expect
Recommendations

3. TRUSTING THE MIDDLE-MAN: IMPACT AND LEGITIMACY OF OMBUDSMEN IN EUROPE
1. What explains users' perceptions of fairness and trust vis-a-vis ombudsmen institutions?
2. How do cultural frameworks influence citizens use of ombudsmen?

4. PARTICIPATING OMBUDSMEN

5. This presentation: UK OMBUDSMEN

6. METHODOLOGY
Surveys:
Sent out to consumers who have been through the complaints process
The same survey in three countries to 12 ombudsmen
How do consumers perceive the procedure and what do they expect?

7. WHO ARE THE PEOPLE IN THE PUBLIC SECTOR SAMPLE
Sample size: LGO 316 / PHSO 269

8. WHO ARE THE PEOPLE IN THE PRIVATE SECTOR SAMPLE
Sample size: LeO 50 / FOS 196 / OS 473 responses (E: 420/ P: 4/ C:49)

9. WHO ARE THE PEOPLE IN THE SAMPLE
A typical respondent to the survey, across public and consumer ombudsmen:
Male
Employed / retired
Bachelor degree
White British

10. WHAT DO PEOPLE EXPECT?
‘… Anything that brought to the attention of the council the fact that we exist and are being treated differently than others.’ ‘…Be independent and listen to our complaint. I felt the education authority were complacent and arrogant and not really listening to what we were saying.’ ‘…Have some teeth! At least one milk one maybe??’

11. WHAT DO PEOPLE EXPECT?
‘…Ensure [XX] did what they are legally obliged to do’ ‘…give a judgment in my favour’ ‘…find a satisfactory solution and return money owed to me’ ‘…no wonder the [xx] industry is absolutely ******, when the regulatory authority has the power of a toothless, clawless 20 year old cat…’

12. FAIRNESS AND TRUST First time user? OS:E 80% yes FOS 71% yes
LGO 68% yes
PHSO 76% yes
Most important in decision to complain?
Resolving the problem
OS: E
LGO
Resolving the problem
90%
80%
Getting someone to listen to me
67%
73%
Getting an apology
50%
45%
Getting a financial compensation
60%
34%
Changing business processes
61%
Preventing others from the same problem
71%
Being treated with respect and dignity
70%
75%
Get an impartial view
To get what’s lawfully mine
59%
42%

14. TRUSTING THE SYSTEM, KEY ELEMENTS OF PUBLIC TRUST IN OMBUDSMEN
Perceived honesty and independence of a profession
Core competence in serving the user and wider public followed by timelines and available information
Strong internal culture fostering standards: improving professional integrity and increasing confidence in public institutions
Manifestation of active trust and trustworthy behavior by professions and oversight bodies alike
Behrens, R March 2015 OIA: Public Trust and the Ombudsman: the case of OIA.

15. THREE TRUST RELATIONSHIPS
ombudsman
Providers of public services and the ombudsman institution
public service provider/ business
citizens voice and public service providers
Citizen/ consumer
citizens voice and the ombudsman

16. CONCLUSIONS
The data shows that citizens’ expectations of the ombudsmen go beyond their responsibilities.
Expectations change, narratives change throughout the complaint journey.
It’s about managing expectations from the outset.
Overarching approach of best practice for establishing trustworthy behavior amongst the three trust relationships = holistic approach.

17. Recommendations
Clear communication at initial contact to set expectations;
Giving people the chance to voice their story;
Keeping people informed along the complaint journey;
Resolving matters efficient, fast and reliably;
Feeding back information to help improve the system.