Which? executive director, Richard Lloyd, said:
“It’s vital that people feel able to speak up when things go wrong in public services, to help prevent the same thing happening again. But thousands have told us they faced barriers to complaining. We want the next Government to commit to urgently reforming the complaints system across all public services, including introducing a single ombudsman.”
1. As part of our ‘Make Complaints Count’ campaign, supported by more than 81,000 people, we are calling on the Government to make complaints count by:
· Requiring all regulators of public services to use complaints to trigger inspections;
· Giving people access to independent support to help them complain;
· Allowing representative groups to make super-complaints on behalf of those impacted; and
· Ensuring whistle-blowers are listened to and their concerns acted upon.
2. Our research shows low levels of awareness of the current public services ombudsmen, with only 46% of people having heard of the Parliamentary and Health Services Ombudsman, 44% have heard of The Office of the Independent Adjudicator and 63% have heard of the Local Government Ombudsman.