The way in which CLG and other Whitehall departments deal with mistakes is critical to public confidence, according to the parliamentary ombudsman. Ann Abraham used the publication of a report to warn she is determined to make sure public bodies are aware of the standards expected from them when providing services to the public. Being customer-focused, open and accountable are key recommendations in the report Improving public service: A matter of principle. It is the second review on how government bodies and the NHS handle complaints. The findings are based on outcomes from recent investigations, with a focus on improving public administration and complaint handling practices. Ms Abraham said: ‘I appreciate that when public bodies deliver services on a large scale, things can go wrong. The key is how they then deal with the mistake and put it right. Complaints are a valuable source of feedback and, when handled well, provide an opportunity to improve both service and reputation.' The ombudsman highlighted six lessons: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately 5 Putting things right 6 Seeking continuous improvement l To read more, go to www.ombudsman.org.uk