Ombudsman Services. Exemplary Maladministration. (656)

To the Business, Energy and Industrial Strategy Secretary / Chair, Ombudsman Services.

For Clarity - Attempt 656.

656. Ombudsman Services. Exemplary Maladministration.

Dear Mr Clark and Lord Tim Clement Jones,

On the one hand we have a CEO and Chief Ombudsman proclaiming an exemplary model of redress in which, "our decisions are our product" and on the other a former Chair questioning whether they were actually delivering this spectacular service and an Independent Assessor who was surprised to see such instances of maladministration in an ombudsman organisation.

If you add that to a list that includes;

- arriving at decisions in an illogical manner,

- failing to understand the complexity of property disputes,

- delay,

- rudeness,

- complainants being forced to resort to the company's Further Representation Process,

- Further Representations that in 91% of cases didn't change the outcome,

- MPs being asked by their constituents to intercede on their behalf,

- MPs being subject to delays,

- mass rejection by complainants of the MAS scheme which replaced Provisional Conclusions,

- vanishing performance data seen only by the RICS, apparently,

- vanishing financial awards,

- the denial of complainants' Human Rights,. etc, etc.

it would suggest that this scheme was anything but, "exemplary."

An ex-exemplary scheme.

An emplary scheme instead. One where its findings are emplarous and its maladministrators - emplarors.

Its product needs to be re-called.

Q. Mr Clark, how did the government monitors of this government approved scheme permit such a situation to arise?

Q. Mr Clark, the Directive 2013/11/EU of the European Parliament and of the Council, at 32) states - "the independence and integrity of ADR entities is crucial to gain Union citizens' trust that ADR mechanisms will offer them a fair and independent outcome." How does any of the above achieve fulfil that obligation - of trust and integrity - to Europe and to our citizens?

Ombudsman Services:Property has gone from Harrods to 50Poundland in seven years. (Average financial award £1.511.75p in 2010 to 50 quid in 2017)

TPOS on the other hand, award property complaints an average of £531.

Q. Lord Tim Clement Jones, if the service you offer the complainant is exemplary, what does that makes TPOS'? Exemplarylary - exemplary-squared?

Q. Lord Tim Clement Jones, does the maladaministration and vanishing accountability and transparency explain why there are some - you don't say how many - who are so very dissatisfied with your, "best efforts?"