Referrals from other Ombudsman services
Dear Housing Ombudsman Service,
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?"
30 August 2022
Dear R M Crorie
Case ID - 202211556
Thank you for your request for information received on 27 August 2022.
Your request
Dear Housing Ombudsman Service,
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?"
Next steps
This will be handled under the Freedom of Information Act 2000. You will
receive a response on or before 23 September 2022.
Yours sincerely
Isabelle
Data Protection Advisor
[1]ExternalHOSLogo
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[2]www.housing-ombudsman.org.uk
To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[3]www.housing-ombudsman.org.uk/about-us/your-data/
Try our free online dispute resolution training ([4]click here to access)
References
Visible links
2. http://www.housing-ombudsman.org.uk/
3. http://www.housing-ombudsman.org.uk/abou...
4. http://www.housing-ombudsman.org.uk/lear...
20 September 2022
Dear R M Crorie
Case ID - 202211556 - Freedom of Infromation Request
Please find attached correspondence.
Yours sincerely
Isabelle
Data Protection Advisor
[1]ExternalHOSLogo
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[2]www.housing-ombudsman.org.uk
To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[3]www.housing-ombudsman.org.uk/about-us/your-data/
Try our free online dispute resolution training ([4]click here to access)
References
Visible links
2. http://www.housing-ombudsman.org.uk/
3. http://www.housing-ombudsman.org.uk/abou...
4. http://www.housing-ombudsman.org.uk/lear...
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