A Guide to Ombudsman Offices in UK

Guide to Ombudsman Offices in the UK

In an increasingly complex world, the role of an Ombudsman is vital for maintaining fairness and accountability across various sectors. Today, for Ombuds Day, the OA has published a Guide to Ombudsman Offices UK to provide a resource to help the public and wider stakeholders understand an Ombudsman’s role and find which Ombudsman scheme can help with their complaint. 

What is an Ombudsman?

An ombudsman is an independent service that investigates and seeks to resolve complaints. Ombudsman schemes are free to use and impartial in their investigations – so they don’t take sides. They make decisions based on what is fair. As well as providing redress for an individual, an ombudsman also identifies any systemic issues and provides feedback to help improve services and complaint handling.

Different ombudsman schemes have different powers. All ombudsman schemes have the power to investigate and make decisions on complaints. Their decisions could include recommendations to apologise, to change processes or procedures, or to pay compensation for distress and inconvenience.

An ombudsman is always free to use for a member of the public. They receive their funding either from parliament or from a levy on the businesses in their jurisdiction. Ombudsman schemes act independently, objectively and fairly, and are available to help people navigate through complex issues and procedures. 

There are different ombudsman schemes covering different sectors in the UK. You can find which ombudsman can help you at Find an Ombudsman.

The Role of Ombudsman Offices

Ombudsman offices play several crucial roles:

• Dispute Resolution: Ombudsman schemes provide a service for individuals to raise their concerns and seek resolution without resorting to legal action. They investigate complaints impartially, aiming to find fair outcomes.
• Accountability: An Ombudsman ensures that organisations are held accountable for their decisions and actions. This oversight helps foster trust between the public and these organisations.
• Advice and Guidance: Ombudsman schemes offer advice on how to navigate the complaints process and can provide support in understanding rights and responsibilities.
• Driving Improvement: By identifying patterns in complaints, Ombudsman schemes can recommend changes to policies and practices, helping organisations improve their services and prevent future issues.

How to use the Guide

Unfortunately, there are gaps and overlaps in the redress landscape in the UK, leaving people confused as to where to seek help from. The Guide to Ombudsman Offices in the UK aims to help people to understand how to access the appropriate Ombudsman Scheme. 

 1. Role of an Ombudsman 

The guide explains the role of an ombudsman and what to expect. Further answers to frequently asked questions about an Ombudsman’s role, the types of powers they have, and what to do if a complaint is not resolved satisfactorily, can be found on our website: What is an ombudsman | Ombudsman Association

 2. Comprehensive Listing

The guide includes a detailed list of the Ombudsman Offices across the UK, categorised by sector, such as health, energy, or housing so individuals can quickly identify the relevant Ombudsman for their specific issues.

 3. Contact details

Understanding how to make a complaint can be daunting. The guide provides contact details for each ombudsman scheme so people can get help with their complaint.

 4. Helpful Resources

In addition to providing contact information for ombudsman schemes, the guide offers links to additional resources, including other complaint handling organisations where they are better placed to help, or where there isn’t an ombudsman.
 
The Guide to Ombudsman Offices in the UK aims to empower individuals and organisations to find the most suitable Ombudsman Office to help them resolve their dispute fairly and independently. We hope the information in this guide will provide useful information and support for those navigating the complaints journey. 

For more information and to access the guide, visit Guide to Ombudsman Offices in the UK