Complainant Satisfaction Survey

The Complainant Satisfaction Survey allows people who bring complaints to the Police Ombudsman’s Office to express their views on the service they received.

Main Findings

• In 2021/22, the majority of complainants said they had spoken to a member of staff and of these; over three quarters felt that they were treated with respect, just over three fifths thought they had been treated fairly, less than three quarters thought staff were easy to understand and three fifths felt staff were knowledgeable.

• During 2021/22, complainants were more satisfied with the length of time taken to reply after they initially made their complaint, how clearly the process was explained to them and the clarity of our correspondence than they were for other aspects of the process.

• Just under half of complainants reported that they understood the reason we gave for reaching the final decision about their complaint, and of these, almost three quarters accepted this decision.

• Four in ten complainants thought that the Office dealt with their complaint independently (i.e. free from the influence of others).

•  In 2021/22, almost half of complainants said they would contact the Office again if they had a new complaint.
  
   

Full report: 'Annual Report on Complainant Satisfaction with services provided by the Police Ombudsman's Office in Northern Ireland, 2021/22'

The next Complainant Satisfaction Report will be published on 8th June 2023.

Previous reports are available on our publications page at the following link:
Latest Publications from the Police Ombudsman for Northern Ireland - Police Ombudsman for Northern Ireland