Bermuda Ombudsman

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

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.

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