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 2016/17, the majority of complainants, who had spoken to a member of staff, felt staff treated them with respect, fairly, were easy to understand and were knowledgeable.

  • Complainants were most likely to be satisfied with the length of time taken to respond after the incident was reported to the Office, how clearly the process was explained to them and how easy the correspondence was to understand than for other aspects of the complaints process.

  • Almost three fifths respondents (59%) said they understood the reason we gave for reaching the final decision about their complaint, and of these, just under three quarters (74%) accepted this decision.

  • Over half of the respondents (55%) felt that the Office dealt with their complaint independently.

  • Respondents were just as likely to be satisfied or dissatisfied with the service they received from the Office.

  • Over three fifths of respondents (65%) said they would contact the Office again if they had a new complaint.

To view the full version of the 'Annual Report on Complainant Satisfaction with services provided by the Police Ombudsman's Office in Northern Ireland, 2016/17' click here.

The next complainant satisfaction report will be published in June 2018.

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

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