Central Government

Complainant left frustrated and distressed after delay in processing rates bill

August 11, 2021

We concluded that a 25% cut to a complainant’s rates bill was appropriate financial redress for the problems she experienced, but asked the Land and Property Service to put in new procedures to help them trace ratepayers more effectively.

Report upholds man’s complaint about suspension of PIP

July 7, 2021

Our investigation examined a man’s claims that the Department for Communities had failed to consider his ‘difficulties’ when considering his claim for the Personal Independence Payment benefit, and that it lacked understanding of his condition.

Investigation of a complaint about the Northern Ireland Audit Office

January 16, 2021

We welcomed the Audit Office’s positive approach to record keeping after we upheld a complaint about the way it dealt with a complainant’s concerns.

Investigation into a complaint about the Regulation and Quality Improvement Authority

October 2, 2020

The Ombudsman has found that an RQIA inspection and subsequent report was completed according to relevant standards, but that it should have taken further steps to provide the registered manager of a care home with a copy of the draft report so that she could comment on its factual accuracy.

Invest NI communicated appropriately with complainant during grant application.

September 10, 2020

A man’s complaint that Invest NI failed to provide his company with adequate guidance and support during its application for a Research and Development Grant has not been upheld.

Complaint against the Driver and Vehicle Agency

July 16, 2020

 The Driver & Vehicle Agency failed to manage a complainant’s medical assessment in a timely manner, thereby increasing the risk that his licence would expire while his renewal was being processed. The Ombudsman also found that the DVA failed to communicate with the Occupational Health Service to ensure the application was treated as a priority.

Complainant treated ‘unfairly’ over publication of Charity Commission report

July 16, 2020

An Ombudsman investigation has found that a complainant should have been given the chance to comment on the factual accuracy of a report by the Charity Commission prior to its publication.  However, the complaint that the report was biased and written in ‘bad faith’ was not upheld.

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Agency’s record keeping criticised

March 6, 2020

An Ombudsman’s report has criticised the Northern Ireland Environment Agency for not keeping proper records about its decision firstly to commission, and then ultimately not proceed with, an independent engineer’s report relating to effluent treatment structures at a location on the River Faughan at Drumahoe.

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Failings found in ‘appointee’ process

October 3, 2019

The Ombudsman has recommended that the Department for Communities should review its operation of the appointee procedure following an investigation into a complaint.

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Investigation of a complaint against the Victims and Survivors Service

January 3, 2019

Ombudsman partially upholds man’s complaint about the actions of the Victims and Survivors Service.

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