ISO10002 Standards for LGO Investigations

The request was successful.

Dear Local Government Ombudsmen,

please could you confirm whether LGO has ISO10002 certification to ensure investigations are conducted correctly.

Please also confirm, what the internal process is for when an LGO investigator has conducted a poor quality investigation, overlooked or ignored vital facts, focused on irrelevant issues which derails the focus of the complaint, not identified breaches of law or policies and attempted to excuse the council's conduct. I believe that the deputy ombudsman will evaluate the investigator's handling of the complaint, please confirm this is correct and how the process works.

Yours faithfully,

A.E.

Pete Favreau left an annotation ()

I should imagine a good few people will be interested in the response to this.

Many of the techniques listed in the request used by the LGO to find no fault have been used here:

http://legalbeagles.info/forums/showthre...

A.E. left an annotation ()

You might be interested in these:

"How to Respond to Opposition Tactics"

http://ctb.ku.edu/en/table-of-contents/a...

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Dear Local Government Ombudsmen,

please note that the law requires bodies to respond promptly, I await your earliest response.

Yours faithfully,

A.E.

Foi Officer, Local Government Ombudsmen

1 Attachment

This is to acknowledge receipt of your email. If you are making a request for information, you should get an acknowledgement from us within the next 2-3 days with a reference number and a date by which we will respond to your request. Please note, however, that this address is only for use in relation to requests for information made under the Freedom of Information Act and subject access requests made under the Data Protection Act. If your email is in relation to a new complaint please follow this link to a complaint form<http://www.lgo.org.uk/forms/ShowForm.asp...> or call 0300 061 0614 to speak to one of our Advisers, as the FOI Officer cannot deal with your complaint.

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NOTICE - This message contains information intended only for the use of the addressee named above. If you have received this message in error please advise us at once and do not make any use of the information.

Foi Officer, Local Government Ombudsmen

Dear AE

(You need to supply a name, by the way).

Can you tell me what your request is?

Yours sincerely

Hilary Pook
Information & Records Manager | DL: 0330 403 4734 |
Local Government and Social Care Ombudsman's office |
www.lgo.org.uk |

Dear Foi Officer for Local Government Ombudsmen,

my request is as per the WDTK page I followed it up from: https://www.whatdotheyknow.com/request/i...

"please could you confirm whether LGO has ISO10002 certification to ensure investigations are conducted correctly.

Please also confirm, what the internal process is for when an LGO investigator has conducted a poor quality investigation, overlooked or ignored vital facts, focused on irrelevant issues which derails the focus of the complaint, not identified breaches of law or policies and attempted to excuse the council's conduct. I believe that the deputy ombudsman will evaluate the investigator's handling of the complaint, please confirm this is correct and how the process works."

Please note as regards names on FOIAs:

https://www.whatdotheyknow.com/help/priv...

"Technically, you must use your real name for your request to be a valid Freedom of Information request in law. See this guidance from the Information Commissioner (October 2007).

However, the same guidance also says it is good practice for the public authority to still consider a request made using an obvious pseudonym. You should refer to this if a public authority refuses a request because you used a pseudonym."

This account has been used to make many successful requests on WDTK from public bodies without incident. Many thanks for your earliest response to this overdue request.

Yours faithfully,

A.E.

Foi Officer, Local Government Ombudsmen

1 Attachment

This is to acknowledge receipt of your email. If you are making a request for information, you should get an acknowledgement from us within the next 2-3 days with a reference number and a date by which we will respond to your request. Please note, however, that this address is only for use in relation to requests for information made under the Freedom of Information Act and subject access requests made under the Data Protection Act. If your email is in relation to a new complaint please follow this link to a complaint form<http://www.lgo.org.uk/forms/ShowForm.asp...> or call 0300 061 0614 to speak to one of our Advisers, as the FOI Officer cannot deal with your complaint.

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NOTICE - This message contains information intended only for the use of the addressee named above. If you have received this message in error please advise us at once and do not make any use of the information.

Foi Officer, Local Government Ombudsmen

Dear AE

This is to acknowledge receipt of your request below. We will aim to respond within 20 working days, that is, by 24 October. If we are unable to meet that deadline, I will contact you again to explain why.

Yours sincerely

Hilary Pook
Information & Records Manager | DL: 0330 403 4734 |
Local Government and Social Care Ombudsman's office |
www.lgo.org.uk |

Foi Officer, Local Government Ombudsmen

2 Attachments

Dear AE

I attach a letter in response to your request below.

Yours faithfully

Hilary Pook
Information & Records Manager | DL: 0330 403 4734 |
Local Government and Social Care Ombudsman's office |
www.lgo.org.uk |

Dear Foi Officer,

"3 October 2017
Via email: [email address]

Our ref: 17/096/HJP
My ref: https://www.whatdotheyknow.com/request/i...

If telephoning please contact: 0330 403 4734 email address: [email address]

"In response to your first enquiry, no the LGSCO does not have ISO 10002 certification. I believe this standard is for complaints procedures relating to complaints made about an organisation’s own services, whereas complaints investigation is our main business.

In response to your second enquiry, please see:

http://www.lgo.org.uk/information-centre... and
http://www.lgo.org.uk/information-centre...

for information on what to do if you are unhappy with the outcome of your complaint. We do not have a deputy ombudsman. Reviews of complaint decisions are usually dealt with by a different Assistant Ombudsman from the one who manages the investigator who dealt with the complaint.

You have the right to appeal against the way we have dealt with your request so I enclose a copy of our internal complaints procedure. You can also ask the Information Commissioner to ensure that we have responded properly to your request. You do, however, need to go through our internal complaints process first. You will be able to obtain further details of the Information Commissioner’s role from the website on www.ico.org.uk."

Thank you for your above response. In that case, please can you provide information on who oversees the quality of LGO complaints investigations, if the review process rubber stamps the mistakes of the original investigation or does not see reason to review. Would it be the Government (if so, what department)?

Could you respond to the last question in my original request please:

"I believe that the deputy ombudsman will evaluate the investigator's handling of the complaint, please confirm this is correct and how the process works."

Thank you.

A.E.

Foi Officer, Local Government Ombudsmen

1 Attachment

This is to acknowledge receipt of your email. If you are making a request for information, you should get an acknowledgement from us within the next 2-3 days with a reference number and a date by which we will respond to your request. Please note, however, that this address is only for use in relation to requests for information made under the Freedom of Information Act and subject access requests made under the Data Protection Act. If your email is in relation to a new complaint please follow this link to a complaint form<http://www.lgo.org.uk/forms/ShowForm.asp...> or call 0300 061 0614 to speak to one of our Advisers, as the FOI Officer cannot deal with your complaint.

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NOTICE - This message contains information intended only for the use of the addressee named above. If you have received this message in error please advise us at once and do not make any use of the information.

Foi Officer, Local Government Ombudsmen

1 Attachment

Dear AE

Please see attached.

Yours sincerely

Hilary Pook
Information & Records Manager | DL: 0330 403 4734 |
Local Government and Social Care Ombudsman's office |
www.lgo.org.uk |

Dear Foi Officer,

Thank you for your reply:

"No organisation has responsibility for overseeing the quality of LGSCO complaint investigations. As it says on the ‘Challenging decisions’ page of our website, “Our decisions are final and there is no appeal. You can apply to the High Court to challenge an Ombudsman’s decision because it is legally flawed – this is called judicial review.”

However, the work of the Ombudsman’s office is scrutinised by the Communities and Local Government Select Committee.

I thought I had answered your question: "I believe that the deputy ombudsman will evaluate the investigator's handling of the complaint, please confirm this is correct and how the process works" by explaining that we do not have a deputy ombudsman and sending you links to our website. However, if you want full details of the whole process, please see: http://www.lgo.org.uk/information-centre...

Yours sincerely,

A.E.

Foi Officer, Local Government Ombudsmen

1 Attachment

This is to acknowledge receipt of your email. If you are making a request for information, you should get an acknowledgement from us within the next 2-3 days with a reference number and a date by which we will respond to your request. Please note, however, that this address is only for use in relation to requests for information made under the Freedom of Information Act and subject access requests made under the Data Protection Act. If your email is in relation to a new complaint please follow this link to a complaint form<http://www.lgo.org.uk/forms/ShowForm.asp...> or call 0300 061 0614 to speak to one of our Advisers, as the FOI Officer cannot deal with your complaint.

[cid:image001.jpg@01D3111E.3F7B69A0]

NOTICE - This message contains information intended only for the use of the addressee named above. If you have received this message in error please advise us at once and do not make any use of the information.

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