Promoting independent complaint resolution

Accountability

Accountability does not involve any restriction on the independence of the ombudsman.  It involves the ombudsman scheme paying due regard to the overall public interest in the forward-planning and day-to-day running of the ombudsman scheme.

Many ombudsman schemes consult publicly in advance about their procedures, business plans and budgets.  This gives an opportunity to obtain information that helps to estimate future workload – something that is often the most difficult aspect of managing an ombudsman scheme.

Ombudsman schemes publish a report at least yearly:

Some larger schemes publish more often – maybe including a monthly newsletter for businesses and consumer advisers.

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Basic information

Detailed information


Accountability does not involve any restriction on the independence of the ombudsman.  It involves the ombudsman scheme paying due regard to the overall public interest in the forward-planning and day-to-day running of the ombudsman scheme.

Many ombudsman schemes consult publicly in advance about their procedures, business plans and budgets.  This gives an opportunity to obtain information that helps to estimate future workload – something that is often the most difficult aspect of managing an ombudsman scheme.

Ombudsman schemes publish a report at least yearly:

Some larger schemes publish more often – maybe including a monthly newsletter for businesses and consumer advisers.

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Consumer complaints

Please note: there are currently no ombudsman schemes for many areas of consumer goods and services.

For advice and information about consumer goods and services, you should contact:

In the UK:
Citizens Advice Consumer Service Tel. 0345 404 0506

In Ireland:
Citizens Information Board
Tel. 0761 07 4000

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