Spotlight on Windrush: your stories, your rights
In September, we published our latest report shining a spotlight on some of the common reasons people have wrongly been denied compensation by the Windrush Compensation Scheme. The report highlights recurring themes in complaints, such as:
- telling people they weren't eligible for compensation when they were
- not always looking at all the evidence provided
- applying the rules even when they led to unfair outcomes.
Women’s State Pension age investigation
Earlier this year we published stages two and three of our investigation into DWP’s communication of changes to women’s State Pension age.
We found that thousands of women may have been affected by DWP’s failure to adequately inform them that the State Pension age had changed. The report was laid before Parliament, with a request that it looks at our findings and intervenes to agree a remedy for the women affected. We’ve been engaging with MPs and select committees since the publication of the report.
Improving complaint handling
The Complaint Standards help NHS and UK central government organisations to approach complaint handling in a clear and consistent way. This year, we updated the Good complaint handling guides to make them easier to use and navigate.
Looking ahead
In the year ahead, we’ll be looking at a new approach to the way we handle complaints. We believe that complaints have the power to create lasting, positive change. To do this, we want to focus the most resources on the most serious cases and the cases where we can have the most impact.
We look forward to continuing to deliver a service that helps those who have been let down by public services access the justice they deserve in 2025 and beyond.
You can also read the Ombudsman's reflections on 2024 in her latest blog.
|
