Only one third of people unhappy with public service complain, research finds

Only a third of people who feel unhappy about public services actually make a complaint, research by the Parliamentary and Health Service Ombudsman has found.

This is despite the fact that 90% of those surveyed felt you should complain if you are unhappy about a service.

The PSHO’s national survey – which asked people to think about the Ombudsman’s jurisdiction (including health care and government departments) – also found that:

• 29% think that complaining does not make a difference;
• 14% think it would be more hassle than it was worth;
• 9% feel it would be too time consuming;
• 7% don't know where to go to make a complaint;
• 6% don't think it will be taken seriously.

Ombudsman Julie Mellor said: “People are reluctant to make complaints to public services even though they think it is right to complain. Too many people don’t know how to complain and feel that if they do it won’t make a difference. This means concerns are going unheard or unaddressed.

“Public service providers need to focus on being open and honest when things go wrong. If not, we lose opportunities to learn from mistakes and improve how public services are delivered.”

Mellor said the PSHO backed the Government’s commitment to create a single Public Service Ombudsman covering all public services for England – including health and social care – and UK non-devolved services “to make it easier for people to get justice when things go wrong”.

In March the Cabinet Office launched a consultation on establishing a single Public Services Ombudsman for England, whose responsibilities would extend to all who are delivering such services including third parties.

If implemented the move would bring together the existing jurisdictions of the PSHO, the Local Government Ombudsman and the Housing Ombudsman.