About us
We provide a free, independent complaint resolution and investigation service for those who are unhappy with the Home Office’s final response to their complaint.
The Independent Examiner of Complaints (IEC)
The Independent Examiner of Complaints is Moi Ali.
Moi is not a civil servant or Home Office employee. She is an independent postholder, appointed under contract to decide complaints that cannot be resolved or settled to the complainants’ satisfaction.
Moi has a background in independent complaints review. Previously she served as:
- chair of the Independent Complaints Review Panel at Postwatch
- Scotland’s first Judicial Complaints Reviewer
- a review body member in the Judicial Conduct Investigations Office
She has also had a role in overseeing complaints about senior police officers. For the last 4 years she has been the Independent Assessor of Complaints for the Crown Prosecution Service and she continues in that role part-time.
Moi is passionate about providing a genuinely independent service, and about helping organisations to identify learning and wider lessons from complaints to improve their service. Her approach is to understand the complainant journey and perspective, and to support staff to provide a service that puts the complainant first, while maintaining her impartiality.
Responsibilities of the IEC
The IEC is responsible for:
- undertaking case specific examinations in response to complaints of maladministration (service failure)
- in cases that cannot be resolved or settled to the complainant’s satisfaction, reaching a finding on whether to uphold the complaint and if appropriate, making recommendations on how to put things right
- helping the Home Office learn from complaints by providing meaningful, actionable insight
- identifying wider issues or learning, which could affect the service provided by the Home Office
Complaint handling member of the Ombudsman Association
The Ombudsman Association is a professional association for public and private sector ombudsman schemes and complaint handlers across the UK, Ireland, British Overseas Territories and British Crown Dependencies.
The Ombudsman Association aims to:
- support and promote an effective system of complaint handling and redress
- encourage, develop, and protect the ombudsman’s role in both the public and private sectors as the ‘best practice’ model for resolving complaints
- provide an authoritative voice and promote best practice for those involved in complaint handling and redress to ensure an effective service for the public
- support open and transparent accountability and endorse principles of good complaint handling
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