Promoting independent complaint resolution

Governance

The Ombudsman Association (OA) has many kinds of bodies in membership, each with its own structure designed to meet its individual needs. Ombudsmen, Commissioners, Examiners, Adjudicators, Complaints Reviewers and Handlers have become a more common feature over the years of the landscape of administrative justice, dispute resolution and redress. As the number of such schemes increases, questions of governance assume particular importance.

If a scheme is to be credible, all stakeholders must have confidence in it and in the independence and effectiveness of the Office holder in the role of investigating and resolving consumer or public service complaints. Because of the nature and diversity of schemes, the OA recognises that the practical application of governance principles will of necessity differ between organisations. For that reason, it has been decided to produce a statement of high level principles - the OA Guide to principles of good governance.

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Basic information

Detailed information


The Ombudsman Association (OA) has many kinds of bodies in membership, each with its own structure designed to meet its individual needs. Ombudsmen, Commissioners, Examiners, Adjudicators, Complaints Reviewers and Handlers have become a more common feature over the years of the landscape of administrative justice, dispute resolution and redress. As the number of such schemes increases, questions of governance assume particular importance.

If a scheme is to be credible, all stakeholders must have confidence in it and in the independence and effectiveness of the Office holder in the role of investigating and resolving consumer or public service complaints. Because of the nature and diversity of schemes, the OA recognises that the practical application of governance principles will of necessity differ between organisations. For that reason, it has been decided to produce a statement of high level principles - the OA Guide to principles of good governance.

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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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