Our work

For almost 50 years, we’ve been the voice of the public. By investigating complaints about councils and care providers, we help people put things right when they have suffered injustice.

Our core work is investigating complaints, to decide what happened compared with what should have happened - using the relevant the law, guidance and policies. We come to a fair view on whether the organisation was at fault, and whether that fault caused injustice. When it has, we make recommendations on what the organisation should do to put things right.

We also use what we learn from complaints to improve local services. We publicise our findings to help prevent others making the same mistakes. 

We don’t take sides: we make fair decisions after listening to both sides of the story and weighing up all the evidence. Our service is free.

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