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Workshop content

Workshop content. Key stages of the Ombudsman’s process assessment investigation Case study discussion. Casework process. Preliminary assessment. Is it in remit? Is the complaint properly made? Has local resolution been completed? . Further assessment.

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Workshop content

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  1. Workshop content • Key stages of the Ombudsman’s process • assessment • investigation • Case study discussion

  2. Casework process

  3. Preliminary assessment • Is it in remit? • Is the complaint properly made? • Has local resolution been completed?

  4. Further assessment • Suitable complainant; time bar; alternative legal remedy? • Indication of maladministration, service failure or failure to provide a service? • Any unremedied injustice or hardship? • Probability of a worthwhile outcome? • Possible resolution through intervention?

  5. Interventions • Body agrees to resolve the complaint • Normally a clear, simple and achievable remedy for injustice to the individual • Typical outcomes - apology, acknowledgement of error, financial remedy • We check that actions have been completed

  6. Investigations • Consider body’s response to our proposal and review decision • Confirm the scope of the investigation • Collect and consider evidence, professional advice and applicable standards

  7. Investigations • What happened? What should have happened? What is the gap? • Was there maladministration or service failure? • Uphold the complaint if injustice or hardship arises • Share our provisional views in a draft report • If the hardship or injustice is unremedied, make recommendations • Check compliance with our recommendations

  8. Discussion of case example

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