The Ombudsman’s enabling legislation allows him to decide which complaints he wishes to pursue. While we aim to help people where we can, and where we decide it is appropriate to do so, the law places restrictions on our work and we operate with limited resources. That means we only look at what we decide are the most significant and serious complaints.
To decide which complaints the Ombudsman can look at, we carry out an initial assessment of every complaint using this ‘Assessment Code’.
We apply the code in the same way to all complaints, regardless of how we receive them or what they are about. This includes complaints passed to us by an MP or a councillor, and complaints that involve other ombudsman schemes.