Referrals from other Ombudsman services
Dear Rail 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 apparently 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?"
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Thank you for your email, one of our advisors will be responding to your
enquiry, in the meantime visit our website on [1]www.railombudsman.org
where you can find our frequently asked questions.
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Dear Rail Ombudsman,
The response to my request has been delayed. Although you have no legal obligation to reply, you should normally have responded by 27 September 2022.
Yours faithfully,
R M Crorie
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Thank you for your email, one of our advisors will be responding to your
enquiry, in the meantime visit our website on [1]www.railombudsman.org
where you can find our frequently asked questions.
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Your request (53192) has been updated. To add additional comments, reply
to this email.
Tia Clark (Rail Ombudsman)
Sep 30, 2022, 07:53 GMT+1
Good morning,
Thank you for contacting the Rail Ombudsman.
I do apologise if we have missed your email, please could you paste it
again here and I will reply as soon as possible.
Apologies again,
Kind Regards,
Tia Clark
Contact Advisor
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R M Crorie
Sep 28, 2022, 18:42 GMT+1
This is a follow-up to your previous request [4]#51833 "Freedom of
Information requ..."
[EXTERNAL SENDER]
Dear Rail Ombudsman,
The response to my request has been delayed. Although you have no legal
obligation to reply, you should normally have responded by 27 September
2022.
Yours faithfully,
R M Crorie
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