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Ombudsman Process Key Stages & Case Study Discussion

Understand key stages in Ombudsman process - assessment, investigation, case studies. Learn how to assess complaints, intervene, investigate, and resolve issues. Dive into real case examples and discussions.

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Ombudsman Process Key Stages & Case Study Discussion

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Presentation Transcript

  1. Workshop content • Key stages of the Ombudsman’s process • assessment • investigation • Case study discussion

  2. Casework process

  3. Preliminary assessment • Is it in remit? • Is the complaint properly made? • Has local resolution been completed?

  4. Further assessment • Suitable complainant; time bar; alternative legal remedy? • Indication of maladministration, service failure or failure to provide a service? • Any unremedied injustice or hardship? • Probability of a worthwhile outcome? • Possible resolution through intervention?

  5. Interventions • Body agrees to resolve the complaint • Normally a clear, simple and achievable remedy for injustice to the individual • Typical outcomes - apology, acknowledgement of error, financial remedy • We check that actions have been completed

  6. Investigations • Consider body’s response to our proposal and review decision • Confirm the scope of the investigation • Collect and consider evidence, professional advice and applicable standards

  7. Investigations • What happened? What should have happened? What is the gap? • Was there maladministration or service failure? • Uphold the complaint if injustice or hardship arises • Share our provisional views in a draft report • If the hardship or injustice is unremedied, make recommendations • Check compliance with our recommendations

  8. Discussion of case example

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