Introduction: This article examines the role of the ombudsman in ensuring journalistic quality and in handling complaints from active readers. Method: The study is based on the qualitative and quantitative analysis of about two hundred articles published in nine international newspapers of recognised trajectory. Results and conclusions: There is a variety of work styles among ombudsmen, based on the issues they address the most, the way they collect readers" complaints, and the way they frame their answers to active readers. The ombudsman acts more as a diplomatic figure that moderates the debate and becomes a valid interlocutor for readers than as a role capable of guaranteeing the effective compliance with journalistic quality criteria and of questioning the editorial decisions of news media.