Local Government Ombudsman (Amendment) Bill

Does the Minister agree that when people go to the ombudsman, they perhaps do not realise that, as the hon. Member for Christchurch (Mr Chope) pointed out, it is about process? It is not about outcomes, it is about whether people have been treated fairly and whether the correct steps have been taken. People who have come to me have often thought that it is more about the outcome than the process.