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 2022/23, 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, almost two thirds thought they had been treated fairly, over three quarters thought staff were easy to understand and just under two thirds felt staff were knowledgeable.

• During 2022/23, complainants were more satisfied with the length of time taken to reply after they initially made their complaint and how clearly the process was explained to them than they were for other aspects of the process.

• Just over two fifths 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.

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

•  In 2022/23, just over 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, 2022/23'

The next Complainant Satisfaction Report will be published in June 2024.

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