THE Council of Ministers is considering whether to strengthen the existing system for handling complaints about public services – or to create an ombudsperson – with a cost analysis of the two options currently underway.
Lyndon Farnham provided the update during a hearing of the Corporate Services Scrutiny Panel.
Debate over the creation of a public services ombudsperson has been a long-running saga, with the States Assembly agreeing in principle in 2018 that – subject to further research – one should be established to replace the existing complaints board.
Earlier this year, the Government announced the launch of a public consultation regarding the handling and review of complaints about public services.
The consultation was led by Deputy Moz Scott, who is an Assistant Minister for Economic Development and External Relations.
Deputy Scott was tasked by Deputy Farnham to develop proposals to improve the resolution of complaints against providers of public services.
During yesterday’s [FRIDAY’s] hearing, panel member Constable David Johnson highlighted that there was “no reference to the ombudsperson or complaints procedure” in the proposed 2026-2029 Budget unveiled on Tuesday.
Deputy Farnham said he agreed that it was important for Islanders to have a “fit for purpose complaints mechanism”.
He explained that the ombudsperson was not referenced specifically in the Budget because funding of £400,000 had been accounted for within the overall Cabinet Office budget.
“So we have £400,000 pounds in the 2026 Budget allocated for that,” Deputy Farnham continued.
“Deputy Scott has done a thorough job of investigating the complaint system, which will help us make the decision.
“It was discussed at the last Council of Ministers meeting.”
He noted that chief executive Andrew McLaughlin had been asked to oversee a cost analysis of two options.
“Two options we’re considering are either strengthening the existing complaints handling system or going to an ombudsperson,” Deputy Farnham added.
“I have committed to bring that back to the Assembly, because we’re basing this on an Assembly decision.”
Panel member Deputy Lucy Stephenson described the two options as “not new” and asked Deputy Farnham “when are we going to see some movement on it”.
“Deputy Scott has completed her work and presented a report to the Council of Ministers which we considered at our last meeting last week,” Deputy Farnham said.
“So now we have asked officers to do a bit more work on the cost.”
