Governance

The Vision of the Association is that throughout the public and private sectors:

• It is straightforward and simple for people to complain.
• People making a complaint are listened to and treated fairly.
• A complaint is dealt with quickly, fairly and effectively at the earliest stage by suitably trained staff.
• People have access to an ombudsman in all areas of consumer and public services.
• The learning from a complaint is used to improve services.

 

The Objectives of the Association are to:

• Support and promote an effective system of complaint handling and redress in the United Kingdom, Ireland, Britain’s Crown Dependencies and Britain’s Overseas Territories.
• Encourage, develop and protect the role of an ombudsman in both the public and private sectors as the ‘best practice’ model for resolving complaints, according recognition through membership.
• Provide an authoritative voice and promote best practice and policy for those involved in complaint handling and redress to ensure an effective service for the public.
• Support open and transparent accountability and endorse principles of good complaint handling.