Latest News

Complaints handling principles approved by the Assembly

January 19, 2022

The Northern Ireland Assembly today (19 January 2022) approved our complaints handling Statement of Principles.  The six principles set out the basic approach public bodies should take when dealing with complaints from members of the public.  They are: – Start off right – Fix it early – Focus on what matters – Be fair – Be honest – Learn and improve In the coming weeks we will announce the first … Continue reading Complaints handling principles approved by the Assembly

PIP and the value of further evidence – an update

January 12, 2022

Our Own Initiative report into how the Department for Communities (the Department) administer Personal Independence Payment placed a requirement on the Department to provide us with an Action Plan, outlining how it intends to address and implement our 33 recommendations. An Action Plan and supporting evidence was provided to NIPSO at the end of December. The Own Initiative team is now in the process of reviewing the provided information and … Continue reading PIP and the value of further evidence – an update

NIPSO Quarterly Bulletin

December 14, 2021

Our latest Quarterly Bulletin gives an update on our work to simplify and standardise complaints handling in the public sector, as well as links to some of our most recent investigation reports.

Ombudsman’s Report 2020-21

November 30, 2021

We received a total of 927 complaints during 2020-21.  The Ombudsman’s Report provides further details of these complaints, and includes summaries of some of our casework from the year.

Submission to the Department of Health’s consultation on the introduction of a statutory Duty of Candour in Northern Ireland

September 29, 2021

This paper sets out the Ombudsman’s views on the Department of Health’s policy proposals to enact a statutory Duty of Candour in Northern Ireland.

PIP and the Value of Further Evidence – an update

September 24, 2021

Our recent investigation made 33 recommendations to improve how the Department for Communities (the Department) administer Personal Independence Payment. The Department is required to provide the Ombudsman with an action plan by the end of December 2021, detailing how the recommendations have or will be implemented. As part of our follow up process the Own Initiative team has recently commenced monthly meetings with the Department to discuss its progress. NIPSO … Continue reading PIP and the Value of Further Evidence – an update

Improving complaints handling: a message from Ombudsman Margaret Kelly

September 15, 2021

Since 1969 my Office has been dealing with complaints about public services.  Over that time we have dealt with around 40,000 complaints and we have worked with public bodies to support them to handle complaints well. But it remains the case that many people find the act of complaining very difficult.  Our research[1] shows that this may be because they simply do not have the time to make the complaint, … Continue reading Improving complaints handling: a message from Ombudsman Margaret Kelly

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.