7. Putting things right

7.1  Where something has gone wrong an organisation should acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:

• Apologising;
• Acknowledging where things have gone wrong;
• Providing an explanation, assistance or reasons;
• Taking action if there has been delay;
• Reconsidering or changing a decision;
• Amending a record or adding a correction or addendum;
• Providing a financial remedy;
• Changing policies, procedures or practices.

7.2  Any remedy offered should reflect the impact on the individual as a result of any fault identified.

7.3  The remedy offer should clearly set out what will happen and by when, in agreement with the individual where appropriate. Any remedy proposed should be followed through to completion.

7.4  If a proposed remedy cannot be delivered the individual should be informed of the reasons for this, provided with details of any alternative remedy and reminded of their right to complain to the Ombudsman,

7.5  Organisations should take account of the good practice guides issued by the Ombudsman when deciding on appropriate remedies.