UK | NIPSO launches complaint handling guidance for staff in public bodies

On 8 April 2025, the Northern Ireland Public Services Ombudsman launched a set of videos to help staff in public bodies deal with complaints from members of the public. The videos explain why complaints should be taken seriously and give step-by-step guidance to staff on how to investigate complaints well.

The titles include:

• An introduction to good complaints handling
• How to investigate complaints at Stage One
• How to investigate complaints at Stage Two - The Process (Part One)
• How to investigate complaints at Stage Two - Skills and Tips (Part Two)
• How to record complaint outcomes
• How to make and communicate good decisions
• Governance requirements
• Learning from complaints
• Frequently asked questions

To access the videos, kindly refer to NIPSO webpage.

Source: The Northern Ireland Public Services Ombudsman, UK