Guide for advisers

This guide is to help you decide when to refer cases to the Local Government Ombudsman. If you wish to make a referral or seek advice about a case please call the LGO Advice Team on 0300 061 0614 or 0845 602 1983. (Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls. Please note that calls may be recorded for training and quality purposes.) Our advisers will be able to help with the referral and discuss issues such as jurisdiction or how the LGO might be able to help with a case. A complaint referral form is available in the 'downloads' box on the right of this page, or clients can call our Advice Team directly to make a complaint. We can accept a complaint from them over the telephone.

Additional information for advocates and advisers who work with children and young people is also available. See our leaflet about our service for dealing with complaints from children and young people, and our Casebook which includes examples of complaints we have investigated - both available in the 'downloads' box on the right.

A summary version of the information in this guide is available in the form of a wall chart. This can be ordered through our publications order form.

You can select sections of this guide by using the menu on the left, or you can work your way through it by clicking on the link below.

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Date Updated: 30/03/09