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National Ombudsmen
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New analysis of complaints by Ombudsman shows government departments need to raise their game
The Parliamentary Ombudsman last week (17 May 2013) published data on the number of complaints that it received relating to every UK government department in 2012.
The analysis reveals big variations between departments. It shines a spotlight on departments that have been subject to the largest increases in complaints and also highlights those that have made significant improvements in their complaint handling.
The publication of the new data is part of a drive by the Parliamentary Ombudsman service to encourage public sector organisations to use complaints from the public to improve the services they provide.
It shows the total number of complaints the Ombudsman’s service has received in 2012 about each department and the agencies for which they are responsible, together with qualitative examples of the issues that people are complaining about. It also highlights what action needs to be taken to address these issues and how people’s experience of complaining can be improved.
The Parliamentary Ombudsman, Julie Mellor said:
‘Often when people complain to us, they tell us that their main motivation is to ensure that the mistakes they’ve experienced don’t happen to anyone else. They want their complaint to make a difference. But, worryingly, our research shows that almost two thirds of people don’t believe it will. We want to change that view.
We have provided information on the types of complaints we receive about government departments and the action that we believe they are taking to address them. In some cases we’ve flagged up where they need to work harder. By sharing this knowledge we want to help ensure that complaining can lead to real improvements in public services.
I urge all Permanent Secretaries heading government departments to ensure that complaint information is shared and analysed at board level. Department and agency boards should be looking at the number of complaints they get, what any trends say about their organisation, and what action needs to be taken to address the issues people are complaining about. By doing this, complaints can help to drive real improvements in the services public sector organisations deliver.’
Government departments with the highest numbers of complaints that also showed a high year-on-year increase in 2012 were:
- Home Office (1,417 complaints) ― an 84% increase in complaints overall. Over 80% of Home Office complaints related to the UK Border Agency ― a 97% year-on-year increase.
- Department for Work and Pensions (2,695 complaints) ― a 13% increase in complaints overall. The Independent Case Examiner saw a 32% increase and Jobcentre Plus saw a 20% increase.
- Ministry of Justice (1,109 complaints) ― a 10% increase in complaints overall, including a 27% increase in complaints about HM Courts and Tribunals Service.
A rise in complaints about a particular department or agency does not necessarily mean that things are getting worse. It could reflect improved public awareness of the right to complain, better complaint handling processes, restructuring within a department or an increased call on services.
The Ombudsman’s analysis also highlights government departments that have made significant improvements in complaint handling. One is the Department for Environment, Food and Rural Affairs, in particular its Rural Payments Agency. Another is the Department for Work and Pensions, which has been leading a cross-government complaints forum.
The analysis has been sent to the Permanent Secretary of each department, and also shared with the relevant House of Commons Select Committees to support their scrutiny of the performance of public services.
Copies of the analysis relating to each government department are available here.
For media enquiries, please contact the Ombudsman’s Press Office on 0300 061 4996/4272 or email press@ombudsman.org.uk.
See a PDF version of this release here
Notes to Editors
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