25 years: Setting the Standard
The Ombudsman Association Conference: 24/25 May 2018

2018 Conference - Registration has now closed
The Association’s next Conference is being held on 24/25 May 2018.
The Conference will commence at 11.00hrs on Thursday, 24 May and concludes at 14.00hrs on Friday, 25 May.
The Association’s Annual Meeting for 2018, to which all Conference delegates are also invited, will take place before the Conference on 24 May from 10.00hrs until approximately 11.00hrs.
Fringe events have been arranged by two of our members earlier that week that delegates can attend. For further information please go to the 'Fringe events' tab or click here.
Thank you to those who have already registered. A briefing email covering all conference information and hotel/dinner arrangements will be sent out to delegates at the end of next week when registration has closed.
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Conference Dinner:
Scottish National Gallery
Scottish National Gallery

Conference Venue:
Hilton Edinburgh Carlton Hotel
Hilton Edinburgh Carlton Hotel

Promoting Independent Complaint Resolution
The Ombudsman Association is a professional association for ombudsman schemes and complaint handlers, their staff and others interested in the work of independent complaint resolution.
24-05-2018
25-05-2018
12:00 - 12:10
12:10 - 13:30
14:30 - 15:45
14:30 - 15:45
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Workshop Session A - Caseworker Competency Framework
Workshop Session A - Caseworker Competency Framework
14:30 - 15:45
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Workshop Session A - Customer centred approach
Workshop Session A - Customer centred approach
14:30 - 15:45
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Workshop Session A - Proportionality in decision making
Workshop Session A - Proportionality in decision making
16:10 - 17:25
16:10 - 17:25
16:10 - 17:25
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Workshop Session B - Service Standards Framework: measuring and reporting performance
Workshop Session B - Service Standards Framework: measuring and reporting performance
16:10 - 17:25
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Workshop Session B - Supporting staff through the complaints process
Workshop Session B - Supporting staff through the complaints process
17:35 - 18:30
10:30 - 11:30
11:45 - 12:45
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Workshop Session C - Caseworker Competency Framework
Workshop Session C - Caseworker Competency Framework
11:45 - 12:45
11:45 - 12:45
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Workshop Session C - Reasonable adjustments vs Unreasonable behaviour
Workshop Session C - Reasonable adjustments vs Unreasonable behaviour
11:45 - 12:45
12:45 - 13:45
13:45 - 14:00