Introduction

Last updated: March 2025

This is an internal policy which we have published for transparency. It may contain links or references to other internal guidance which is not published.

Where we find evidence of fault causing injustice, we make recommendations to put things right for the affected person(s). In addition to remedying personal injustice, we must also look carefully into the root causes of problems, and make recommendations to improve systems and processes so that others do not suffer from the same problems in future. This supports our role in ensuring our investigations help improve public services. Our principles and framework for recommendations is set out in our Guidance on remedies.

However, our investigations do not end at the point we issue our final decision. To ensure we are seen to be an effective and trusted complaint handler, it is important the Ombudsman can demonstrate that bodies in jurisdiction comply with our recommendations, and that we are seen to use our statutory powers accordingly when faced with cases of non-compliance. 

We also publish annual performance data about compliance with our recommendations, as well as publishing summaries of all the recommendations we make for improvements to services. This supports our principle around being open about our data, and using it to support public accountability of local services. It is therefore important that the information we record on ECHO is accurate and fit for publication. 

This guidance explains the steps investigators must take when recording remedies on ECHO when they close cases. It also explains the important role of Team Co-ordinators in gathering and recording evidence of compliance, and ensuring our data is fit for publication. Finally, the guidance explains the steps we take in the rare cases when bodies in jurisdiction fail to comply with our recommendations, and the options available to us at each stage of the investigation process.