Matters we can and cannot consider

We consider complaints that an organisation has:

• Provided a poor service
• Delivered a service badly
• Failed to provide a service
   

We look at complaints after they have been through the organisation’s full formal complaints process.

There are a number of things that may prevent us from looking at a complaint:

• time limits for making a complaint
• rights of appeal to tribunals and the courts
   

We cannot consider a complaint if it is about: 

• employment and personnel matters
• contractual matters
• action taken by any police authority or joint police board in connection with the prevention or investigation of crime or the protection of the security of the State
• privately funded services in a hospital or nursing/care home
• UK government departments, such as HM Revenue and Customs and the Department for Works and Pensions
   

Some of these matters are considered by Other Ombudsmen and Agencies Handling Complaints, so you may be able to make a complaint to them. 

 Updated 27 May 2010