Service Complaints

We are committed to offering a high standard of service. We take any complaints about our service seriously and aim to address any areas where we have not delivered to the standards we expect of ourselves. We value such complaints and use the information from them to help us improve our services.

If something goes wrong or you are not satisfied with the service provided by the Ombudsman’s Office, please tell us. You have the right to complain if you feel that we have failed in the service that we have provided to you.

What is a service complaint?

A service complaint is an expression of dissatisfaction from one or more customers or members of the public about the standard of service that we have provided.

You can complain about things like:

• failure to provide a service, or inadequate standard of service
• how we met your needs
• how we communicated with you
• how long we took to deal with your case
• treatment by or attitude of a member of staff
• failure to follow the appropriate administrative process.

What is not covered by the service complaints process?

There are some things that we cannot deal with through our service complaints handling process. This would include where you are unhappy about our decision on your complaint. The following are not covered by our service complaints process:

• an expression of disagreement about our decision on a complaint or the evidence taken into account in reaching that decision
• an attempt to reopen a previously concluded service complaint or to have a service complaint reconsidered
• a request for information
• issues that are in court or have already been heard by a court or a tribunal

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is unhappy with our service.

How do I complain?

Our ‘Service Complaints Form’ is available at our offices at 10 Governor’s Lane. This can also be downloaded from our website

Service Complaint - word version

Service Complaint - pdf version

Note: you need to download the form and save it to your computer before filling it in to save the information. Complete the Service Complaints Form and send it to the Public Services Ombudsman at the following address:

• by email: servicecomplaints@ombudsman.gi ; or
• by post: Public Services Ombudsman, 10 Governor’s Lane, Gibraltar

We will always ensure that reasonable adjustments are made to help customers access and use our services. If you have trouble making a complaint or would like this information in another language (e.g. Spanish or Arabic) or another format (such as in larger font) please contact us.

You can also make a complaint by phone at telephone number (+350) 20046001 or in person at our office at 10 Governor’s Lane. It is easier for us to resolve complaints if you make them quickly and directly. So please talk to a member of our staff who will try to resolve any problems on-the-spot.

How long do I have to make a complaint?

Normally, you must make your complaint within one month of the event you want to complain about, or of finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We aim to resolve complaints quickly. This could mean an on-the-spot apology and explanation if something has clearly gone wrong. We will try to take immediate action to resolve the problem whenever this is possible.

If your complaint is not resolved then it will be considered by a senior manager. They will respond to your complaint within twenty working days or less, unless there are exceptional circumstances. Occasionally, we may have to extend this timeline. We will only do so when this will make it more likely that we can resolve your complaint.

What if I’m still dissatisfied?

You can take your complaint in person directly to the Public Services Ombudsman. A meeting with the Public Services Ombudsman will be arranged for you, as soon as possible. The Ombudsman’s decision on your service complaint will be final. There are no appeal rights or further stages.