Privacy and personal information

We aim to carry out our work openly and transparently and for this reason we usually publish Ombudsman determinations as well as some opinions made by our adjudicators considered to be of particular interest on our website.  From 3 May 2016 our published decisions will generally be anonymised and have the name of the person making the complaint as well as any other identifying personal data removed – unless such data is essential for understanding the decision or there is another reason why we consider it is appropriate to publish it.

In certain cases, we may decide not to anonymise the decision. Examples might be where the case is a particularly notable one with wider (public interest) implications; where we are taking a position; or where the name of the person making the complaint is actually relevant to the issue – perhaps a claim to a pension entitlement where the policy cannot be found or has been allocated to someone else.

If we are considering not anonymising a decision, or we are asked to do so by a party, we will ask the parties for their comments. However, ultimately, it will be a matter for the Ombudsman to decide on a case-by-case basis.

This section has information on how we use personal information, electronic communications and our policy on publishing Ombudsman decisions.