When dealing with complaints and disputes we try to resolve cases promptly, fairly and with minimum formality after they are referred to us. But some cases can take longer, particularly if we need to carry out a wide-ranging investigation or when the demand for our service is high. Our caseworkers deal with many cases at the same time, and they have to balance the priorities and interests of all the people involved.

We have to base our decisions on what is fair in the circumstances of each case, which is what the law says the Ombudsman must do to meet his terms of reference. We cannot take sides, or support an opinion simply because we sympathise with a person or organisation.

We will try to set out clearly the reasons for our decisions; if you disagree with them we will try to address your concerns, but there is no appeal against casework decisions . The Ombudsman has a quasi-judicial role and his determinations are therefore final. If you are unhappy with a decision we make and wish to take the matter further, you may have recourse to the courts — but you will need to obtain independent legal advice. We have a leaflet that explains in more detail how we deal with casework, available from our office and website.