Today sees the publication of our annual review (PDF 4.6MB), which reflects the achievements of our service in 2017/2018.

Using case studies and insight, we’ve drawn out three themes we’ve seen in the problems people have brought to us: vulnerability; new ideas, new challenges; and loyalty & trust. We hope these themes spark conversations across the sector, as well as with each other.

We’ve also highlighted how, nearly 20 years after conversations began about setting up one ombudsman, we’ve been ensuring we’re ready for the future. It’s been a challenging year and our annual review reflects on the changes we’ve been through – while keeping fairness, and the people who are relying on our answers, at the heart of everything we do.

Latest news

Ombudsman News 159

31 March 2021

Welcome to the latest Ombudsman News. In this edition, we highlight some of the key features of our plans and budget for 2021/22, following our consultation in December 2020. 

Strategic plans and budgets

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