Assessment Code Contents: Chapter index for Assessment Code Updated: 01 July 2021 Assessment Code search Search this content Submit search Part 2 • How we apply the Assessment Code Introduction Skilled staff apply the Assessment Code fairly and consistently to assess complaints. There are no simple rules, monetary limits, or blanket exclusions that determine the types of complaints we investigate ...

Joint Working Manual Contents: Chapter index for Joint Working Manual Updated: 27 November 2025 Joint Working Manual search Search this content Submit search Part 16 • Is there an alternative right/remedy? We cannot investigate complaints where the PA has used an alternative right or remedy Where there is an alternative right or remedy that hasn’t been used, we expect the PA to use this rather th ...

Managing unreasonable actions by complainants: A guide for organisations Contents: Chapter index for Managing unreasonable actions by complainants: A guide for organisations Updated: 01 April 2024 Managing unreasonable actions by complainants: A guide for organisations search Search this content Submit search Part 3 • Definitions What are unreasonable actions? Unreasonable actions are those which ...

Guide for complaint managers: Designing and delivering effective complaint systems Contents: Chapter index for Guide for complaint managers: Designing and delivering effective complaint systems Updated: 06 February 2025 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Part 4 • Who may complain Purpose of the complaints sys ...

Privacy Contents: Chapter index for Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Part 2 • Privacy notice for complainants Privacy notice for complainants The Local Government and Social Care Ombudsman is set up by law to look at complaints about councils and some other public organisations in England and complaints about adult social care providers in England ...

Investigation Manual Contents: Chapter index for Investigation Manual Updated: 27 May 2025 Investigation Manual search Search this content Submit search Part 23 • 23. Fieldwork At the start of an investigation and throughout, Investigators must decide what information is required and how to fill any gaps in knowledge. In most cases sufficient information for a robust decision can be gathered from ...

Intake Team Operations Manual Contents: Chapter index for Intake Team Operations Manual Updated: 05 August 2025 Intake Team Operations Manual search Search this content Submit search Part 7 • 7 ECHO 7.1 Introduction ECHO is our case management system and is the primary record for all complaints. All relevant material will be retained and responded to via ECHO. 7.2 Recording Persons Affected and R ...

How to access information We are committed to operating openly and will meet all reasonable requests for information in order to maintain a high level of public trust and confidence in our organisation. We welcome the rights of access to information which are set out in the: UK Data Protection Regulation and Data Protection Act 2018 Freedom of Information Act 2000 Environmental Information Regula ...

Information Security Policy Contents: Chapter index for Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Part 10 • 9.Transmitting information 9.1.Use of email Email is our main method of transmitting information. The Email and Calendar policy and separate email guidance is available in the IT User Handbook. 9.2.Encryption an ...

Transport for London and London TravelWatch This fact sheet is aimed primarily at people who have a problem with the way Transport for London (TfL) or London TravelWatch has dealt with their complaint and may be considering making a complaint to the Ombudsman. Who are Transport for London and London TravelWatch and what do they do? TfL is an integrated transport authority responsible for the day- ...