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 2019/20, the majority of complainants said they had spoken to a member of staff and of these; four in five thought that they were treated with respect, almost two thirds thought they had been treated fairly, four in five thought staff were easy to understand and two thirds thought staff were knowledgeable.

  • More than half of the complainants reported being satisfied with the time taken to reply to the initial complaint and how clearly the process was explained to them. None of the aspects of the complaints process had more than half of the complainants report that they were dissatisfied.

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

  • Just over two in five complainants thought that the Office dealt with their complaint independently (i.e. free from the influence of others).

  • More than 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, 2019/20'

Breach of Official Statistics notification 


Due to COVID-19 restrictions the accompanying excel spreadsheet will not be updated this year.
 

 

Additional Information

Accompanying Excel Spreadsheet 

 

Contact Us

By letter:

Research and Statistics Team
11 Church Street
Writers Square
Belfast
BT1 1PG

 

By phone:
028 9082 8634
By Email:
info@policeombudsman.org

 

If you have any comments, suggestions or questions about the statistics produced by the Office, we would be happy to hear from you through our feed back form.

 

Trends in Complaints and Allegations Received by the Police Ombudsman's Office, 2013/14. - See more at: http://poni.uat.biznetdemo.com/Statistics-Research/Complaint-Statistics-in-Northern-Ireland#sthash.264il5Tp.dpufTrends in Complaints and Allegations Received by the Police Ombudsman's Office, 2013/14.
Trends in Complaints and Allegations Received by the Police Ombudsman's Office, 2013/14. - See more at: http://poni.uat.biznetdemo.com/Statistics-Research/Complaint-Statistics-in-Northern-Ireland#sthash.264il5Tp.dpuf

Trends in Complaints and Allegations Received by the Police Ombudsman's Office, 2013/14. - See more at: http://poni.uat.biznetdemo.com/Statistics-Research/Complaint-Statistics-in-Northern-Ireland#sthash.264il5Tp.dpuf

Twitter home