Support . Empower . Advocate . Promote

The Parliamentary and Health Service Ombudsman office reviews their work

Posted: 14th December 2012

They want complaints to make a difference and help improve public services for everyone. See message below from Dame Julie Mellor, DBE, Parliamentary and Health Service Ombudsman.


Dear Marie Casey

More impact for more people: our new strategy

Since my arrival as Parliamentary and Health Service Ombudsman in January, we have been talking to the public, Parliament, organisations within our jurisdiction,

regulators and the advice sector about how we can have more impact for more people. We have listened to what our customers think of our service and taken account of feedback we have received in the past.

Thank you to all of you who took the time to talk with us and share your knowledge and experience. These conversations have been invaluable in helping us review our vision, mission and strategic aims. These have been published on our website:

A more detailed five year plan for how we will work to deliver these aims will be published on our website in the New Year.

The unmet need

Our work this year has revealed how difficult it can be to complain about public services. We have heard about a significant unmet need: a need for better, clearer information about how and where to complain, for a simpler, more efficient complaints system and for more confidence amongst the public that complaining will make a difference. You can read more about this unmet need on our website:,-role-and-aims.

Our vision for complaints

Our new vision is one that I hope we can all share. We want complaints to make a difference and help to improve public services for everyone. We want everyone, whoever they are, to be confident that complaining about public services is straightforward and fair. We want people who complain to be listened to, treated fairly and for mistakes to be put right. And we want public services to learn from complaints and use them to improve the service they provide for everyone.

There is more information about our role in achieving this vision on our website but we know we cannot do this alone. We would be delighted to receive your feedback on our vision, role and aims, together with your ideas for how we can work together to achieve this - call 0345 015 4033 or email

Yours sincerely,

Dame Julie Mellor, DBE

Parliamentary and Health Service Ombudsman

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