1. The Ombudsman’s consideration of complaints

2. Listening and Learning Workshop content Key stages of the Ombudsman’s process assessment investigation Case study discussion

3. Listening and Learning Casework process

4. Listening and Learning Preliminary assessment Is it in remit? Is the complaint properly made? Has local resolution been completed?

5. Listening and Learning 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?

6. Listening and Learning 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

7. Listening and Learning 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

8. Listening and Learning 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

9. Listening and Learning Discussion of case example