2. Workshop content • Key stages of the Ombudsman’s process • assessment • investigation • Case study discussion

3. Casework process

4. Preliminary assessment • Is it in remit? • Is the complaint properly made? • Has local resolution been completed?

5. Further assessment • Suitable complainant; time bar; alternative legal remedy? • Indication of maladministration, service failure or failure to provide a service? • Any unremedied injustice or hardship? • Probability of a worthwhile outcome? • Possible resolution through intervention?

6. Interventions • Body agrees to resolve the complaint • Normally a clear, simple and achievable remedy for injustice to the individual • Typical outcomes - apology, acknowledgement of error, financial remedy • We check that actions have been completed

7. Investigations • Consider body’s response to our proposal and review decision • Confirm the scope of the investigation • Collect and consider evidence, professional advice and applicable standards

8. Investigations • What happened? What should have happened? What is the gap? • Was there maladministration or service failure? • Uphold the complaint if injustice or hardship arises • Share our provisional views in a draft report • If the hardship or injustice is unremedied, make recommendations • Check compliance with our recommendations

9. Discussion of case example