Performance

Strategic objective 1: Service First

Independent Complaints Reviewer

The Independent Complaints Reviewer, Mrs Jodi Berg, conducts impartial investigations of complaints from customers who are dissatisfied with the service they have received from us and who have not been satisfied by our internal complaints procedure.

During the year:

• Thirty-six complaints were received (compared with 54 in 2002-03)
• Eighty-five separate allegations of maladministration (compared with 86 in 2002-03) were made, of which nine were upheld, six were partially upheld, and 70 were not upheld.

Further details are set out in the Independent Complaints Reviewer’s annual report, available from:

New Premiere House
150 Southampton Row
London WC1B 5AL

Tel: 020 7278 6251

ICREST, our Evaluation and Study Team specifically set up to consider recommendations made by the Independent Complaints Reviewer, met four times in the year. It also delivered a talk to the British and Irish Ombudsman Association about its role. The newly-appointed Parliamentary Commissioner for Administration, Ann Abraham, was present, and made a point of endorsing ICREST’s role as a model of best practice.