If you have visited our website before, you will see that it is now very different.
Over the last nine months, we have worked with people who have complaints about public services and with the organisations we investigate to develop a resource that works better. We have listened to what you have to say about how to present content more clearly and make moving around the website and between pages more natural. You’ve helped us make changes that should help you to better understand the complaints process and find what you need more quickly.
Whether you are bringing your own complaint or supporting someone who is - or if you work for an organisation we investigate – we hope that the new site better guides you to the relevant information you need to make it. The website now explains more clearly what we do, how we can help and – thanks to a new complaint checker - when to get in touch.
It is also easier for us to keep information up to date and allows us to explore new ways to respond to people in the future, like webchat. Its flexibility helps us pave the way for even closer working with the Local Government Ombudsman and, in the longer term, the introduction of a new Public Service Ombudsman.
Past complainants and members of the public, advocacy groups and charities, organisations we investigate (especially the people who deal with complaints), MPs and our own staff have helped us test the improvements. Their feedback was overwhelmingly positive: 90% liked the look of the new website and thought it easy to use. But it won’t end there as we’ll keep making it better over the coming weeks and months as we learn what works and what might not.
So thanks to everyone who has helped us get this far. We think it’s a huge improvement, but we’ll let you be the judge of that. I hope you will let us know if we can make it even better by emailing email@example.com with your thoughts.