New Ombudsman Association Service Standards Framework Launched

The Ombudsman Association has launched a Service Standards Framework setting out what the general public can expect when using one of our members’ service.

The Framework provides measures on five commitments to service users:

•  Accessibility
• Communication
• Professionalism
• Fairness; and
• Transparency.

Speaking at the Ombudsman Association 2017 Conference, in Loughborough, Chair of the Ombudsman Association, Kieran FitzGerald, said:

“The development of the Association’s Service Standards Framework is something we should all be particularly proud of – especially those who were directly involved on the Steering Group. The inclusion of external stakeholders on the Steering Group, and undertaking a public consultation, has resulted in a more robust outcome for this flagship project.

“The Framework can be used by members to raise their own performance, embed good practice in their organisation, and to demonstrate the quality of the service they provide. I hope that members will reference the Framework with confidence when engaging with their own stakeholders.

“The Framework will provide a roadmap for promoting best practice, and I understand that the International Ombudsman Institute are already considering adopting our Framework for their own members.”