Ombudsman

The Parliamentary and Health Service Ombudsman is now responsible for investigating second-stage complaints

In England, the Parliamentary and Health Service Ombudsman is now responsible for investigating second-stage complaints.

Her office has published a series of Principles – of good administration, of remedy and of good complaint handling. These “set out the approach [the Ombudsman’s] Office will take when considering standards of complaint handling” at local level, so they are a key resource when designing and operating a practice complaints system.

(See Appendix 1 for a summary of Principles of Good Complaint Handling).