Latest News

Staff training – Tuesday 27 July 2021

July 27, 2021

Please note we are unable to answer telephone calls today due to staff training.  Please contact us via our online complaints form or email us at nipso@nipso.org.uk.

Extension to our Public Consultation on Complaints Handling Standards

July 22, 2021

We launched a public consultation on our proposals for new complaints handling standards for public bodies in Northern Ireland on 10 June 2021.  The consultation period was due to run for a 12 week period and end on 2 September 2021. To enable the maximum participation and response we have now extended the deadline until 30 September 2021. If you have any queries regarding the consultation document please do not … Continue reading Extension to our Public Consultation on Complaints Handling Standards

Ombudsman finds ‘systemic maladministration’ following PIP investigation

June 23, 2021

The Northern Ireland Public Services Ombudsman, Margaret Kelly, today recommended significant changes in how further evidence is used in assessing and awarding entitlement to Personal Independence Payment (PIP), a benefit for some of the most vulnerable in society. The recommendations came following publication of an investigation report which found that repeated opportunities were missed to make the right payment as early as possible in the process. It found that a … Continue reading Ombudsman finds ‘systemic maladministration’ following PIP investigation

Staff training – Thursday 17 June 2021

June 17, 2021

Please note we are unable to answer telephone calls today because of a staff training event.  Please contact us via our online complaints form or email us at nipso@nipso.org.uk.  We will return to our normal telephone service tomorrow.

Ombudsman proposes new complaints handling standards for public bodies in Northern Ireland

June 10, 2021

The Northern Ireland Public Services Ombudsman, Margaret Kelly, has today called for a culture change in the way public bodies in Northern Ireland deal with complaints from members of the public.  Her comments came as a new survey showed two thirds of people who were dissatisfied with the level of service from a public body said they would not complain as they thought it would make no difference or be … Continue reading Ombudsman proposes new complaints handling standards for public bodies in Northern Ireland

Overview report – the use of restrictive practices in schools

May 23, 2021

Our Overview Report contains details of investigations into restrictive practices in schools, identifies recurring themes, and includes a number of recommendations to the Department of Education.

Telephone service – Temporary arrangements

April 21, 2021

Please note that our telephone service now operates between the hours of 9.00am to 1.00pm Monday to Friday. Outside of these hours, you will be able to leave a message and a member of our ASSIST team will get back to you as soon as possible.

Ombudsman calls for end to uncertainty and confusion over responsibility for care home fees

February 3, 2021

The Northern Ireland Public Services Ombudsman, Margaret Kelly, has called for clarity over who is responsible for paying the care fees of adults who have a combination of health and social care needs, including those in residential or nursing homes. The Ombudsman’s call was made following the publication of three reports into complaints from families who said that their Health and Social Care Trust had failed to carry out assessments … Continue reading Ombudsman calls for end to uncertainty and confusion over responsibility for care home fees

COVID-19 update

January 5, 2021

We are continuing to receive new complaints and progress existing investigations.  However, as a result of the latest Government restrictions all our staff are now working from home.  We are continuing to progress our work in line with our normal procedures, however the current situation may lead to delays in some cases. If the progress of your complaint is likely to be delayed we will keep you updated. To assist … Continue reading COVID-19 update

NIPSO Quarterly Bulletin – Winter 2020

November 19, 2020

Our Quarterly Bulletin provides readers with a short, easy-to-read summary of news from the Office, drawing attention to our most recent investigation reports, providing updates on new initiatives, and highlighting other aspects of our work.