Decision letters

Decision letters
We tell most people about our decision on their complaint by letter.  We call this a decision letter.  Examples of where we send a a decision letter are where:

- the organisation accept there were failings, apologise and take action to prevent the problem from happening again

- from the evidence, it appears that the organisation did not do anything wrong (to use formal language, there is no evidence of 'maladministration or service failure' by the organisation)

- the Ombudsman has decided that the substance of the complaint and our decision on it do not raise public interest considerations.

Once we've made the decision on a complaint, we normally send the decision letter to the person who made the complaint and the organisation they complained about. 

In June 2011, we started to lay a report of our decision letters before the Parliament each month.  We publish these on our website.  Click here to access our decision letters.