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Information about the Ombudsperson

What is the Ombudsperson?; What does the Ombudsperson do?; Who can become Ombudsperson?; What matters can the Ombudsperson NOT investigate?

What is the Ombudsperson?

The University Ombudsperson is the institutional body chosen by the Academic Senate to ensure the rights and liberties of all the members of the University Community are protected: teachers, students and administration and services staff. The aim is to improve quality and performance at the University.
Their activity is carried out under the principles of independence, autonomy and confidentiality, without being subjected to a binding mandate in carrying out their role.
All university authorities are required to collaborate professionally with the University Ombudsperson in the process of their activities.

What does the Ombudsperson do?

The role of the University Ombudsperson is to improve communal aspects and quality in all areas of the university by investigating, either ex officio or upon request, complaints and queries that are submitted to the Office of the Ombudsperson. The role of the Ombudsperson is also to act as mediator, as long as both parties accept, to resolve any disagreements about university issues that arise between members of the University Community.

The roles are as follows:

  • Protect the rights and liberties of all members of the University Community, supervising university activities within the framework of the current legislation.
  • Investigate, either ex officio or upon request, activities or omissions at the Complutense University of Madrid.   
  • Process claims, complaints, letters from teachers, students and administration and services staff to look for the most suitable solutions before the different university bodies and services.
  • Formulate recommendations and proposals of changes of the university legislation to the competent bodies in order to improve the university services.
  • Act as mediator and moderator for members of the University Community to resolve disagreements about university issues.
  • Inform the Academic Senate about its annual activities, presenting a report including their recommendations and suggestions to improve the University.

Bearing in mind the roles assigned to the Ombudsperson by law, it is my intention to promote cooperative and participative spaces so that all members of the University Community may share ideas, reflections and documents that help the Institution to promote the reforms and improvements they deem necessary to best carry out the role in service of the entire society. 

Who can become Ombudsperson?

Any member of the University Community, either individually or collectively, may become University Ombudsperson, provided that they invoke a legitimate interest. The Ombudsperson will lead proceedings towards a resolution.

The Ombudsperson may also act on their own initiative if they considerate it suitable and convenient.

What matters can the Ombudsperson NOT investigate?

The University Ombudsperson WILL NOT PROCESS: 

    • Anonymous claims. 
    • Requests submitted by those without a legitimate interest. 
    • Requests that do not have sufficient grounds. 
    • Matters that are pending a legal or administrative resolution.

If an action is interrupted by an interested person, claim or resource through an administrative channel or the Law Courts, their involvement will be suspended.

If the University Ombudsperson rejects a complaint, they must explain their reasons in writing to the interested party.