Best practice and publications

Find best practice standards and guides for the ombudsman sector and our responses to public consultations.

Case Law Database

The Case Law Database collates in one place all the case law about the OA's members, including decisions made in cases where there has been a full hearing through judicial review or statutory hearing. The database also collates all the relevant legislation for the ombudsman sector alongside weblinks to the different ombudsman schemes’ websites.

Case Law Database

Guides and frameworks

OA Caseworker Competency Framework

OA Service Standards Framework

Principles diagram

Guide to principles of good governance

Guide to principles of good complaint handling

People blocks

Strategic Position Statement

The OA’s Strategic Position Statement sets out the principles for ombudsman schemes.

Strategic Position Statement

Consultation Responses

Scrutiny of the draft Rail Reform Bill - Transport Committee

Review of ADR in the telecoms sector - Ofcom

Proposals for a 21st Century Justice System - The Law Society

Call for Evidence: Parliamentary and Health Service Ombudsman (PHSO) scrutiny 2022-23

Open Justice - UK Ministry of Justice

Inquiry into Gambling regulation - Culture, Media & Sport Committee

Reforming the Private Rented Sector - Levelling Up, Housing & Communities Committee

Rail Ombudsman sponsorship - Office of Rail and Road

Human Rights Ombudsperson - Joint Committee on Human Rights

Aviation Consumer Policy Reform - Department for Transport

Dispute Resolution in England and Wales

Reforming Competition and Consumer Policy

Review of the Gambling Act - Department for Culture, Media & Sport

Aviation Ombudsman – CAA policy for ADR applicants

Government of Jersey – Jersey Public Services Ombudsman

Prison Ombudsman for Northern Ireland

Redress for Purchasers of New Build Homes and the New Homes Ombudsman - MHCLG

A new deal for social housing – MHCLG

Modification to Passenger Licence: Complaints Handling – ORR

Modernising Consumer Markets: Consumer Green Paper – BEIS

Inquiry into the effectiveness of ombudsman schemes and the potential for reform - APPG on Consumer Protection

Strengthening consumer redress in the housing market – MHCLG

ADR providers in the energy sector – Ofgem

Improving Administrative Redress in Jersey – Jersey Law Commission

Improving the consumer landscape - BIS

Prison Ombudsman for Northern Ireland – Justice Bill

Public Service Ombudsman consultation

Northern Ireland Public Services Ombudsperson (NIPSO) Bill

Implementation of the EU Directive on Consumer ADR - Ireland

Inquiry into the Armed Forces Bill - Defence Committee

Review of balance of competencies between the UK and the EU - Cabinet Office

Implementing the Alternative Dispute Resolution Directive - UK

Triennial Reviews of Pensions Bodies - DWP

Abolition of the Administrative Justice and Tribunals Council (AJTC)

Leveson Inquiry – The role of a Press (or Media) Ombudsman

Leveson Inquiry – The case for a media Ombudsman