Post Decision Review (PDR) and Service Complaints Manual Contents: Chapter index for Post Decision Review (PDR) and Service Complaints Manual Updated: 01 June 2024 Post Decision Review (PDR) and Service Complaints Manual search Search this content Submit search Part 7 • 7. What to do if the reviewer considers the decision reason has been recorded incorrectly at the decision stage 7. What to do if ...

Complaint Academy Contents: Chapter index for Complaint Academy Updated: 14 January 2026 Complaint Academy search Search this content Submit search Part 1 • Introduction Introduction Here you will find training resources, handouts and other useful information for delegates on our courses. If you need any of these documents in an accessible format, please email training@lgo.org.uk Last updated Jan ...

Cyber security incident affecting three London boroughs Updated: 26 January 2026 We have reopened our service to people wanting to complain about the London boroughs affected by the recent cyber security incident. These councils were were: Westminster City Council Royal Borough of Kensington and Chelsea

Intake Team Manual Contents: Chapter index for Intake Team Manual Updated: 05 August 2025 Intake Team Manual search Search this content Submit search Part 6 • 6 Children and Young People 6 Children and Young People Advisors will, wherever possible, identify complaints received from Children and Young People. These complaints are from persons that are: younger than 18 years aged between 18 years a ...

Commission meeting - 6 February 2025 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 31 October and 6 December 2024 Matters arising (attached) Chair and Chief Executive's reports (attached) Board effectiveness review Business Plan 2025-26 development 2024-25 Business plan - progress report (attached) Health, safety and wellbeing updat ...

Investigation Manual Contents: Chapter index for Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Part 6 • 6. BinJ notification letter 6. BinJ notification letter Where we propose to investigate a complaint, we are required first to give the BinJ concerned, and to any person who is alleged in the complaint, or who otherwise appears to ha ...

Privacy Contents: Chapter index for Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Part 1 • Introduction The Local Government and Social Care Ombudsman processes any personal data we collect, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. We have divided our privacy notice into various sections, depending on the t ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 9 • 9. Other costs Payments for loss of earnings or for expert advice (sections 28(3) and 29(6) of the Local Government Act 1974) 9.1 The above sections of the Act allow the Commission to make payments for expert advice needed in ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 6 • 6. Payment of salaries, allowances and expenses Staff appointments 6.1 No manager may engage, re-engage, or re­grade staff, either on a permanent or temporary nature, or hire agency staff, or agree to changes in any aspect of ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 6 • 5. Early Discretionary Decisions Cases passing the jurisdictional tests in the Assessment Code must then be assessed using the four discretionary tests: Public interest Injustice Fault Remedy In some cases, the combined effect of two or more ...