Which? executive director, Richard Lloyd, said:
'We know that often people don't complain about public services because they don't think anything will be done, but it's important that people are able to speak up to help prevent the same thing happening again.
'We’re pleased the government listened to our calls to introduce a single public services ombudsman and it must now carefully consider how to make this new body work best for all users of public services, and remove the barriers to complaining.'
Our research found that 5.3 million people who had a problem with a public service didn’t go on to complain. Of those who did not complain 35% said it was because they felt nothing would be done about the problem and 35% felt it would not be worth the effort. One in five didn’t know who to complain to.
Read the Parliamentary and Health Services Ombudsman's report, What do people think of complaining?
The current landscape is fragmented and confusing and this new body would replace the Parliamentary and Health Services Ombudsman, Local Government Ombudsman and the Housing Ombudsman.
Ombudsmen can play a powerful role in acting as a champion of complaints, driving improvements in public services and supporting people to gain redress when things go wrong.
Our campaign continues as we work to ensure more effective handling of complaints in public services and our other campaign aims are achieved.
Our Executive Director, Richard Lloyd, said:
“Thousands of people have told us they faced problems when complaining about public services. Complaints are falling between the gaps in the current system, so we’re pleased the Government has listened to our calls to introduce a single ombudsman. This should make it easier to complain and ensure every complaint counts.”
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