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Find out how customers can complain about financial services, and use the impartial, free ombudsman service, without going to the courts.
Find out how customers can complain about financial services, and use the impartial, free ombudsman service, without going to the courts.
An outline of powers and responsibilities when dealing with unsightly or derelict housing in England.
An outline of powers and responsibilities when dealing with unsightly or derelict housing in England.
To ask His Majesty's Government what assessment they have made of the impact of complaints generated by AI on the capacity of legal complaints handling services.
To ask His Majesty's Government what assessment they have made of the impact of complaints generated by AI on the capacity of legal complaints handling services.
The legal profession in England and Wales, together with its regulators and the Office for Legal Complaints (OLC), operates independently of government. Legal services providers handle complaints about their services in the first instance. The OLC administers the Legal Ombudsman (LeO) scheme, which considers service complaints that have not been resolved by providers, while the legal services regulators consider concerns about professional conduct. The Legal Services Board (LSB) oversees the legal services regulators and the OLC.
The Government has not undertaken a specific assessment of the impact of AI-generated complaints. However, through its regular engagement with these bodies, the Ministry of Justice is aware that AI can help consumers articulate and pursue complaints but may also increase demand and place additional pressure on complaints-handling services.
For example, the LeO has reported a record 37% increase in new complaints in 2025–26. It has identified increased use of AI as a driver of this demand and also as a factor increasing the complexity of the complaints it receives. The OLC is responding through operational improvements and a longer-term transformation programme, using technology and AI.
The recently published independent review of the LSB also recognises the importance of maintaining effective consumer redress and ensuring the legal services regulatory framework is equipped to respond to emerging risks, including those associated with technology and AI. The Government is considering the review's recommendations and will set out its response in due course.
To ask His Majesty's Government, in light of the Committee for Privileges in the House of Commons report, Matter referred on 4 September 2025: Actions of the Charity Commission, whether they retain confidence in (1) the chief executive, and (2) the board, of the Charity Commission.
To ask His Majesty's Government, in light of the Committee for Privileges in the House of Commons report, Matter referred on 4 September 2025: Actions of the Charity Commission, whether they retain confidence in (1) the chief executive, and (2) the board, of the Charity Commission.
The Charity Commission has apologised unreservedly to Parliament in response to the House of Commons Committee for Privileges report, and has accepted the report in full. I have full confidence in the leadership of the Charity Commission, and am confident that the board is taking action to address the concerns raised by the report, and to learn lessons in its handling of similar cases going forward.
How local authorities should deal with complaints about children’s services.
How local authorities should deal with complaints about children’s services.
Information on how someone can complain about adult social care in England.
Information on how someone can complain about adult social care in England.
In July 2026 the government said it was applying commercial levers and deploying an independent auditor to review Capita’s administration of the scheme following unacceptable delays experienced by scheme members.
In July 2026 the government said it was applying commercial levers and deploying an independent auditor to review Capita’s administration of the scheme following unacceptable delays experienced by scheme members.
New legislation has expanded rights for workers around whistleblowing and non-disclosure agreements.
New legislation has expanded rights for workers around whistleblowing and non-disclosure agreements.
To ask the Secretary of State for Housing, Communities and Local Government, what the average waiting time was for cases handled by the Housing Ombudsman in each of the last five years.
To ask the Secretary of State for Housing, Communities and Local Government, what the average waiting time was for cases handled by the Housing Ombudsman in each of the last five years.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the current backlog of unresolved cases at the Housing Ombudsman is, and how that figure compares to each year since 2020.
To ask the Secretary of State for Housing, Communities and Local Government, what the current backlog of unresolved cases at the Housing Ombudsman is, and how that figure compares to each year since 2020.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what proportion of complaints to the Housing Ombudsman were resolved within target timeframes in each of the last five years.
To ask the Secretary of State for Housing, Communities and Local Government, what proportion of complaints to the Housing Ombudsman were resolved within target timeframes in each of the last five years.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the longest recorded time is for a complaint currently being handled by the Housing Ombudsman.
To ask the Secretary of State for Housing, Communities and Local Government, what the longest recorded time is for a complaint currently being handled by the Housing Ombudsman.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the caseworker-to-complaint ratio is within the Housing Ombudsman service.
To ask the Secretary of State for Housing, Communities and Local Government, what the caseworker-to-complaint ratio is within the Housing Ombudsman service.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, whether the Private Rented Sector Landlord Ombudsman will consider previous cases of inadequate conduct by landlords when making decisions on complaints.
To ask the Secretary of State for Housing, Communities and Local Government, whether the Private Rented Sector Landlord Ombudsman will consider previous cases of inadequate conduct by landlords when making decisions on complaints.
The Private Rented Sector Landlord Ombudsman will resolve tenant complaints about their landlords’ actions or behaviours. The purpose of Ombudsman redress is to provide fair, independent resolution of complaints and ensure that an individual making a complaint is appropriately remedied when things go wrong.
The Ombudsman will have the discretion to consider the individual circumstances of each complaint, based on the evidence provided by parties involved. This could include where evidence is provided of landlords' repeated poor conduct.
However, redress is not designed to 'punish' landlords. Local councils have a wide range of enforcement powers to tackle landlords who flout the rules and don’t keep their properties in an acceptable condition. We expect councils to take a proactive approach to enforcement in the private rented sector and give this the priority it deserves.
To ask the Secretary of State for Education, what procedures exist for investigating complaints concerning the content of relationships, sex and health education (RSHE) taught in schools.
To ask the Secretary of State for Education, what procedures exist for investigating complaints concerning the content of relationships, sex and health education (RSHE) taught in schools.
All schools are required to have a school complaints procedure. Concerns about the content of relationships, sex and health education taught in a school should, in the first instance, be raised with the school through its complaints process. If a complainant has concerns about the way the school has handled their complaint, they may raise the matter with the department to consider whether the school has followed its published complaints procedure and complied with relevant legal and statutory requirements.
To ask the Minister for the Cabinet Office, pursuant to the Answer of 25 June 2026 to Question 428 on Members: Correspondence, and with reference to the Civil Service Complaints Procedures, for what reason consideration of a Stage 2 complaint cannot be taken forward by a department if the Stage...
To ask the Minister for the Cabinet Office, pursuant to the Answer of 25 June 2026 to Question 428 on Members: Correspondence, and with reference to the Civil Service Complaints Procedures, for what reason consideration of a Stage 2 complaint cannot be taken forward by a department if the Stage...
Individual departments are responsible for setting their own complaints procedures. In reference to Question 428, the Foreign, Commonwealth and Development Office does not operate a two-stage complaints procedure, as set out on their website: https://www.gov.uk/government/organisations/foreign-commonwealth-development-office/about/complaints-procedure
To ask the Secretary of State for Foreign, Commonwealth and Development Affairs, what discussions she has had with the Governor of the Turks and Caicos Islands on the operation of the Advisory Panel complaints process for disputed Crown land and planning decisions.
To ask the Secretary of State for Foreign, Commonwealth and Development Affairs, what discussions she has had with the Governor of the Turks and Caicos Islands on the operation of the Advisory Panel complaints process for disputed Crown land and planning decisions.
The Hon Member has asked a large number of related questions on the Turks and Caicos Islands Government (TCIG), some of which we are unable to answer because they fall within the responsibility of the devolved government, and others because they relate to ongoing proceedings, on which it would not be appropriate to comment.
Among the devolved matters for which the TCIG are responsible are procurement and infrastructure development. In addition, decisions regarding land use - including applications, allocations, challenges and oversight - are all made by appropriate bodies within the TCIG. The Governor appoints agency heads but is independent of these entities' operations. Agency effectiveness is governed by established legal and regulatory frameworks and concerns can be raised with them as appropriate.
Establishing wider access to beneficial ownership data - even if limited to those with a legitimate interest - is a step forward towards enabling greater scrutiny of illicit finance. The UK welcomed TCI's Legitimate Interest Access (LIA) Register of Beneficial Ownership when it launched in 2025. But we are clear that there is more work to be done, and alongside other Overseas Territories (OTs), TCI has committed to improving their LIA. The Foreign, Commonwealth & Development Office (FCDO) is working closely with the OTs to ensure LIA registers provide the maximum possible degree of access and transparency, whilst protecting the right to privacy in line with each OT's respective constitutions. The UK's expectation remains for the OTs and Crown Dependencies to establish fully public registers of beneficial ownership.
The UK is committed to expanding economic cooperation with the OTs. Sustainable economic prosperity is important to the whole UK family. The FCDO co-convened an OT Trade and Investment Study Visit in March 2026 bringing together senior representatives from across the OTs - including from the TCIG - to strengthen awareness of UK capabilities, and give our support to commercial partnerships and economic development opportunities. The UK Government remains available to provide advice and technical support where requested.
We regularly raise our expectations on publicly accessible and legitimate interest access registers of beneficial ownership with Overseas Territories and Crown Dependencies, and I most recently discussed this with OT leaders and representatives on 16 July.
To ask the Secretary of State for Health and Social Care, what information his Department holds on the number of complaints made to NHS bodies and healthcare professional regulators concerning alleged attempts by a healthcare professional to (a) change and (b) suppress a person’s (i) sexual orientation and (ii) transgender...
To ask the Secretary of State for Health and Social Care, what information his Department holds on the number of complaints made to NHS bodies and healthcare professional regulators concerning alleged attempts by a healthcare professional to (a) change and (b) suppress a person’s (i) sexual orientation and (ii) transgender...