Business plan 2012-13
9 August 2012
Our 2012-13 Business plan sets out our direction and what we will achieve in the coming year.
Corporate publications
Publications
Annual report 2011-2012
11 July 2012
Our 2011- 2012 annual report gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive.
Corporate publications
Our Information Promise (easy read)
11 March 2012
Our Information Promise sets out the standards that members of the public, organisations in our jurisdiction and others can expect from us when handling, storing, protecting and sharing information.
Leaflets
Responsive and accountable? The Ombudsman’s review of complaint handling by government departments and public organisations 2010-11
28 October 2011
This report looks at the way government departments and agencies manage complaints
Reports about government
Listening and learning: The Ombudsman’s review of complaint handling by the NHS in England 2010-11
18 October 2011
Listening to patients is the key to good complaint handling. Doing so will help deliver the high-quality, patient-centred care that the NHS is committed to. This report highlights some of the ways we will be working with the NHS to help achieve this.
Reports about NHS
Annual report 2010-2011
27 July 2011
Our 2010-2011 annual report gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive.
Corporate publications
Care and compassion
14 February 2011
This is a report of ten investigations into complaints made to us about the standard of care provided to older people by the NHS
Reports about NHS
Annual report 2009-2010
15 July 2010
Our 2009-2010 annual report gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive.
Corporate publications
Principles of good administration
10 February 2009
One of three sets of Principles which outline the approach we believe public organisations should adopt when delivering good administration and customer service, and how to respond when things go wrong.
Corporate publications
Principles of remedy
10 February 2009
One of three sets of Principles which outline the approach we believe public organisations should adopt when delivering good administration and customer service, and how to respond when things go wrong.
Corporate publications