Referrals from other Ombudsman services

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Dear Public Services Ombudsman for Wales,

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?"

Public Services Ombudsman for Wales

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Dear R M Crorie


Our reference: 202203600


I have been asked by Information Governance Manager, Alison Parker to
provide you, by email only, a response to your information request which
you will find as an attachment to this email.


If you have any queries in relation to the letter, please contact Alison
Parker directly either by telephone on 01656 644200 or via email at
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Kind regards



Information & Data Protection Support Officer


Ombwdsmon Gwasanaethau Cyhoeddus Cymru/ Public Services Ombudsman for

1 Ffordd yr Hen Gae


Pen-y-Bont ar Ogwr/ Bridgend/

CF35 5LJ

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