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 2020/21, the majority of complainants said they had spoken to a member of staff and of these; three quarters felt that they were treated with respect, just under three fifths thought they had been treated fairly, four out of five thought staff were easy to understand and just over three fifths thought staff were knowledgeable.

  • During 2020/21, 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.

  • Less than two in five complainants reported that they understood the reason we gave for reaching the final decision about their complaint, and of these, almost three fifths accepted this decision.

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

  •  In 2020/21, just over two fifths 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, 2020/21'

The next Complainant Satisfaction Report will be published in June 2022.

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

Additional Information

Accompanying Excel Spreadsheet 

 

Contact Us

By letter:

Information and Communications Unit
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