Decision Statements Manual Contents: Chapter index for Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Part 9 • 9. Language and style The decision statement needs to be written so that it is clear and understandable for the complainant, the BinJ and interested members of the public. Remember that you are writing a decision st ...

Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Contents: Chapter index for Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Updated: 06 February 2025 Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities search Search this content Submit search Part 1 • Background ...

Infant class size appeals This fact sheet is aimed primarily at parents who have appealed for a place in reception, year 1 or year 2, and who may be considering making a complaint to the Ombudsman. Please also read our fact sheet on complaints about school admissions. What is an 'infant class size' appeal? The law states that there must not be more than 30 children in an infant class (that is, cl ...

Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Contents: Chapter index for Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Updated: 06 February 2025 Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities search Search this content Submit search Part 4 • A model co ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 09 September 2025 Manual for Councils search Search this content Submit search Part 6 • The Ombudsman’s Processes Our processes Our processes can be described briefly as follows: a. Complaint received by council or authority We expect complainants to complain to the council first. If you have completed your consideration ...

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 ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 4 • 3. Business Processes 3.1 Inputs from the Intake Team Intake will forward cases to Assessment. All new cases are sent to the 'AT Unallocated' list. For further details about the Intake Team’s handling of viable enquires see the Intake Manual. ...

Guidance on Jurisdiction Contents: Chapter index for Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Part 11 • 11. Should we investigate? 11.1 Introduction The Local Government Act 1974 s24A Power to Investigate sets out the basis for how we can use our discretion. We frequently refer to this as using ‘our general discretion’ or ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 7 • 7. Procurement and purchasing arrangements Procurement and purchasing arrangements must demonstrate value for money and be in accordance with the guidelines set out in Managing Public Money, the Framework Agreement and Cabinet ...

Guidance on remedies Contents: Chapter index for Guidance on remedies Updated: 03 November 2025 Guidance on remedies search Search this content Submit search Part 2 • Remedies guidance applying to all subjects 2.1 Introduction This section sets out general principles that are common to all types of complaint. It sets the framework for subject specific guidance. When we identify fault has caused u ...