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The Parliamentary Ombudsman, Ann Abraham, who investigates complaints about government bodies that have not been resolved elsewhere, has launched a public consultation on whether complainants should have direct access to her service. Currently, members of the public need a referral from a Member of Parliament (MP) in order to bring their complaint to the Parliamentary Ombudsman.

Research amongst the general public and those wanting to bring a complaint to the Ombudsman, published alongside the consultation today, found that although the majority of people surveyed appeared undeterred by the prospect of approaching an MP about their complaint, this is not the case for everyone. A significant proportion (19 per cent) said they would be less likely to bring a complaint to the Ombudsman because of the need to contact an MP firstⁱ.

Complainants recently turned away by the Ombudsman because they did not have an MP’s support said the inconvenience and delay caused by the existing MP referral system were the biggest deterrents to taking their complaint forward. One person wanting to complain to the Ombudsman described feeling ‘exasperated and frustrated’ by the referral system because ‘it meant more delays’. Another said it seemed ‘superfluous’ and that ‘it delayed things, the resolution, more paperwork, postage, all round really’, while others, speaking from experience, described the need for a referral as ‘another hurdle’, ‘a sideways step before you make progress’, and ‘an extra layer of bureaucracy’.

Ann Abraham said:

‘Often, people who come to us for help have complaints that stem from difficult or distressing circumstances. Direct access to my Office would help to reduce the burden on them, providing a clearer and more straightforward route towards resolving problems that it has not been possible to resolve elsewhere.’

In some cases, the MP referral system can add a delay of over three months to the complaint resolution process. Added to this, anyone who wishes to make a complaint during a general election, when Parliament has been dissolved, is unable to do so.

Ms Abraham continued:

‘MPs play an important role in resolving people’s grievances, and their support is key to the independence, authority and effectiveness of the Parliamentary Ombudsman. However, our experience shows that the current system can delay the resolution of complaints and even deters some people from pursing their complaint at all. Reforming the system would ensure a modern and directly accessible Ombudsman service, for the benefit of individuals, their MPs and the wider public.’

The Ombudsman’s Direct Access consultation closes on 5 September 2011. For more information or to respond to the consultation, visit the Ombudsman’s website: http://www.ombudsman.org.uk/directaccess

Notes to editors:

1. Ann Abraham holds the post of Parliamentary Ombudsman and is also Health Service Ombudsman. She is appointed by the Crown and is completely independent of Government and the NHS. She can look into complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service.
2. The requirement for an MP referral (known as the ‘MP Filter’) only applies to complaints made about government bodies or agencies. People can already bring NHS complaints directly to the Health Service Ombudsman and do not need their complaint to be referred by an MP.
3. The MP Filter has been in existence since the creation of the Parliamentary Ombudsman in 1967. It was devised during the process of adapting the Scandinavian Ombudsman concept to the needs of the UK Parliament.
4. The MP Filter has been the subject of various reviews since 1977 when Justice called for a ‘dual track’ approach that would have allowed access through an MP or directly to the Ombudsman. A full background on the history of the MP Filter is available online via www.ombudsman.org.uk/directaccess.
5. For media enquiries, please call the Press Office on 0300 061 4996 or email press@ombudsman.org.uk.

The MP Filter: Summary of Opinion Surveys (available online at www.ombudsman.org.uk/directaccess)