Referrals from other Ombudsman services

Dear The Local Government and Social Care Ombudsman,

The Pensions Ombudsman Service has recently confirmed that it will not accept complaints that are referred to it by other Ombudsman services, instead requiring complainants to complete its own complaints form on the basis that the referred complaint is "not valid". It has failed to explain what it means by "not valid", but this refusal is apprently based on its belief that it will otherwise be in breach of data protection legislation.

Clearly, this policy leads directly to additional unnecessary form-filling on the part of the complainant and displays an unacceptable and unhelpful attitude towards the general public as the primary users of its services.

My query to you is "Do you accept complaints referred to you by other Ombudsman services or do you, like the Pensions Ombudsman Service, refuse such referrals and require complainants to complete your own complaints forms even when the referred complaint contains all necessary information for the complaint to be investigated?"

FOI Officer, The Local Government and Social Care Ombudsman

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FOI Officer, The Local Government and Social Care Ombudsman

2 Attachments

Our ref: 22/117

           

Please quote reference 22/117 when contacting us about this request for
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Dear R M Crorie

 

INFORMATION ACCESS REQUEST – REFERENCE 22/117

 

Thank you for your request for information received on 27 August 2022.

 

Your request has been recorded as:

 

My query to you is "Do you accept complaints referred to you by other
Ombudsman services or do you, like the Pensions Ombudsman Service, refuse
such referrals and require complainants to complete your own complaints
forms even when the referred complaint contains all necessary information
for the complaint to be investigated?"

 

We aim to respond to all requests within 20 working days. You can
therefore expect our response to be issued on or before 26 September 2022.

 

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Yours sincerely

 

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Lydia Barrow I Access to Information Assistant

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Listen - Understand - Communicate - Learn

 

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FOI Officer, The Local Government and Social Care Ombudsman

3 Attachments

Dear R M Crorie

 

INFORMATION ACCESS REQUEST – REFERENCE 22/117

 

Please find attached my response to your request for information which I
received on 27 August 2022.

 

Yours sincerely

 

[1]A picture containing text, clipart Description automatically generated

 

Lydia Barrow I Access to Information Assistant

[2]SCO logo final jpeg for email signatures

 

Listen - Understand - Communicate - Learn

 

Direct: 0330 403 4629

[3]www.lgo.org.uk

 

 

 

 

NOTICE - This message contains information intended only for the use of
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