Cabinet Office


This information is being maintained for archive/historical purposes. 
It will not be updated.
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The Service First and Modernising Government programmes have now been completed. The information held on this site is no longer being maintained but is retained for archive purposes.

To learn about reform of public services, you may find the following sites useful:

Prime Ministerís Office of Public Service Reform 
Prime Ministerís Delivery Unit
Civil Service Reform 

Charter Mark Website

If you work in the public sector, you can access our good practice database and other useful information via the Public Sector Benchmarking Service.

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Complaints about a public service

How to make a complaint - guidance on how to make complaints and suggestions to public services.

Complaints procedures - This page contains links to complaints procedures that are available on major government department and agency Internet sites .

Ombudsmen, Adjudicators and other complaints bodies - The Ombudsmen exist to deal with complaints from ordinary citizens about certain public bodies or private sector services.  In most schemes - though not all - the Ombudsman cannot intervene simply because the complainant does not like a decision. Usually the Ombudsman's job is to consider whether something has been badly or unfairly handled. Examples are unreasonable delay, neglect, inaction, inefficiency, failure to follow policy or proper procedures, unfair discrimination, discourtesy, inconsistency, mistakes of law and giving inaccurate information or advice. In some schemes the Ombudsman provides an alternative to action through the courts.
A directory of the Ombudsmen who are members of the British and Irish Ombudsmen Association can be found at

How to deal with complaints - a best practice guide. All organisations want to provide good services. But sometimes things go wrong. How you handle people and their complaints, and how you learn from the experience, says a lot about your organisation. This guide sets out a framework for handling complaints properly and gives examples of good practice from public services.
How To Complain Web Guide - a comprehensive website outlining consumers rights, offering advice and guidance for complaining about any issue and a discussion forum for topical issues. (External link)

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