Bermuda Ombudsman

Who you are, where you come from, or what your situation looks like, should have nothing to do with whether you are treated fairly.

Fairness should never feel like it’s for other people and not you - that’s not fair.

Access to fair treatment is a right that the Office of the Bermuda Ombudsman takes seriously.

If you feel that you have been subjected to unfair treatment from the public service, contact us and we’ll guide you on your next steps.

Sometimes a conversation has more impact than a formal investigation.

One example is when our Office received a complaint from a prison inmate about a breach of confidentiality. A sensitive letter from the Legal Aid Office had been placed on their departmental file, which was unusual.

Rather than launching a formal investigation, we facilitated improvement-focused discussions between the Legal Aid Office and the Department of Corrections.

Together, they:

✔️ Acknowledged the error
✔️ Shared expertise
✔️ Proposed a Memorandum of Understanding
✔️ Took steps toward better training and communication

This collaborative approach was faster, less intrusive, and resulted in real change.

We share full case studies of ways we’ve served, in our Annual Report each year. All available to the public here.

www.ombudsman.bm/publications

Case Study - here’s another way we serve the public and those in public service.

A homeowner, stressed and unsure about access to his property after a nearby government development affected his usual parking arrangements, was struggling to get answers. Despite repeated attempts, he couldn’t reach the right person and needed some support.

Once our Office stepped in and connected him with the appropriate department contact, he received the clear guidance he was seeking. He learned that provisions had already been made for his parking needs and was informed about how to appeal if he had further concerns.

See more real cases and how they’re resolved in each of our Annual Reports:
www.ombudsman.bm/publications

Another way we serve…

A man reached out to us as he approached his 65th birthday, wanting to confirm his outstanding social insurance contributions and how to make a payment.

Due to significant hearing loss, he needed to meet with someone in person, but with walk-in services unavailable, getting clear answers became a challenge.

🔍 Our Office stepped in, contacted the Department of Social Insurance, and clarified the process. He was informed of the steps required and was connected to the right person who could arrange a special appointment.

With the right support in place, he was able to move forward with confidence.

Read more real cases like this in our Annual Reports:
www.ombudsman.bm/publications

We get this question a lot, what exactly do we investigate?

At the core, it’s about fairness.

Delayed decisions that don’t seem justified, lack of action, or unclear reasoning, we handle it all. We take a closer look at how public administration is working and we investigate complaints where it may not be working as well as it could.

Not to take sides, but to make sure processes are fair, transparent, and serve the public as they should.

This is the role of the Office of the Bermuda Ombudsman.

Ever wondered what happens after filing a complaint with the Bermuda Ombudsman?

You’re not alone, most people don’t fully understand the dispute resolution process.

And here’s the good news: everything you need to know is set out for you on our website. Take a look and be in touch with any questions.

🌐ombudsman.bm

Start there, and if you’d like to know more, email us. [email protected]

When policy is clear, but trust is broken, what’s the way forward?

In this case, a long-time recipient of financial assistance raised concerns about a required home inspection. While the Department had the legal authority to proceed, the client’s complaint came from a strained relationship with their caseworker.

With the Ombudsman’s support, a thoughtful compromise was reached:

The inspection would be conducted by a different social worker, with the client’s
preferred caseworker present.

The result? A respectful visit and a renewed, positive connection with the Department.

This case reminds us that fairness isn't only about following rules, it's also about listening and adapting.

We share full case studies of ways we’ve served, in our Annual Report each year. All available to the public here.

www.ombudsman.bm/publications

Something many people don’t realise is that when the Ombudsman investigates a case, recommendations are made, decisions are corrected, and oversights are addressed, to improve how things are handled moving forward.

And here’s where accountability comes in, authorities are required to respond within 20 days.

This keeps the system transparent so concerns aren’t ignored.

If you want to better understand how the Bermuda Ombudsman can assist you, it’s worth taking a look at our website.

ombudsman.bm

The Ombudsman serves as the Accounting Officer for the Office, ensuring all spending follows the Government’s Financial Instructions.

This includes:
• Keeping accurate financial records
• Reporting accounts annually to the Accountant General
• Ensuring all expenditures align with approved budgets

These allocations ensure that public resources are used efficiently and responsibly, reflecting the Ombudsman’s commitment to good governance, transparency, and public trust.

The word “Ombudsman” comes from Sweden and dates back to 1809, when the first Parliamentary Ombudsman was established.

The term means “representative” is someone appointed to protect fairness and accountability in public administration.

Today, Ombudsmen around the world serve as an independent voice for the public.

Read more interesting fact about ombudsman: ombudsman.bm