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The Ombudsman is able to take a decision to resolve a complaint without carrying out an investigation. This is known as a ‘Settlement’. A Settlement is a quick, effective and practical way of resolving a complaint.
When considering the possibility of a Settlement, staff identify the action needed to remedy the cause of complaint. This may be an apology for failures in service, reimbursement of expenses or other fees, or an improvement in service.
The following cases are examples of some recent Settlements:
- Apology from school settles parents’ complaint
- Rates request dropped after Ombudsman intervention
- Rent arrears waived for Housing Executive tenant
- Ombudsman helps resolve motorist’s complaint
- Trust reimburses cost of lost wedding ring
- Department drops request for return of benefits overpayment
- Settlement resolves complaint against Northern Ireland Housing Executive
- College apologises after removal of autistic student’s work during art display
- Student’s college fees waived following Ombudsman intervention