making a complaint about our office
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MAKING A COMPLAINT ABOUT OUR OFFICE

 

If you are dissatisfied with a decision we have made or how we have handled your matter, you may make a complaint about us with us.  The following outlines the types of complaints that you can lodge with us, how to make such a complaint, and how we handle them.

There are two types of complaints about us:

  • service delivery complaints, which are about customer service; and
  • substantive decision complaints, which are about decisions related to complaints.

How do you make a complaint to us about us?
You can make such a complaint via email, letter, telephone or in person.

You will be asked to provide the following information:

  1. your name and contact information;
  2. your case reference number if known;
  3. the officer handling your matter or about whom you wish to complain; and
  4. a concise summary of the event you wish to complain about.

If you are making a substantive decision complaint, you will also need to provide:

  1. the date you became aware of the decision about which you are complaining;
  2. any information that should be considered in reviewing the matter;
  3. copies of any relevant documents that should be considered in reviewing the matter; and
  4. the outcome being sought.
Service Delivery Complaints

When can you make a service delivery complaint?
Service delivery complaints can be made up to one month after you were made aware of the action you wish to complain about.

How do we handle service delivery complaints?
First you must raise the service delivery complaint with the officer who was assigned your complaint.  The officer will attempt to address your concerns and resolve your service delivery complaint.  

You may be referred to the Ombudsman or Deputy Ombudsman if:

  • the officer cannot reach a resolution;
  • it is determined a review by the Ombudsman or Deputy Ombudsman is required; or
  • you request a review by the Ombudsman or Deputy Ombudsman.

For service delivery complaints, our Office may:

  • decline your request to change the decision with reason;
  • re-open your original case and assess how to proceed with your complaint; or
  • open a new case record and assess how to proceed with your complaint.

What if I am not satisfied with the service delivery complaint decision?
You may request that the decision be reviewed by the Ombudsman or Deputy Ombudsman.  Please note the review decisions are final and not subject to further review.

Substantive Decision Complaints

When can you make a substantive decision complaint?
Substantive decision complaints can be made up to one year after you were notified of the decision about you wish to complain.

How do we handle substantive decision complaints?
If you make a substantive decision complaint on a case we have not investigated, your complaint will be received by the officer assigned to your complaint unless the Ombudsman determines otherwise.  If you lodge a substantive decision complaint at the conclusion of an investigation, your complaint will be reviewed by an officer who was not involved in the investigation you are complaining about.

What happens at the conclusion of a review?
We will aim to provide the decision in writing within one month of receiving the complaint.

For substantive decision complaints, we can decide to either:

  • uphold the decision;
  • change the decision;
  • determine that further inquiries or investigation is warranted; and/or
  • suggest amendments to address inefficiencies identified in our processes, policies or procedures.
Suite 102
14 Dundonald Street West
Hamilton, HM 09 Bermuda
Tel: (441) 296-6541
Fax: (441) 296-7734
info@ombudsman.bm