20/06/2025
Please could I ask for the data in the tables to be broken down between parliamentary and health complaints? Many thanks.
13/06/2025
2.0 Internal Decision-Making Frameworks Copies of internal operational guidance, policy documents, and analytical frameworks or classification rules used by investigators to interpret the content of complaints with reference to the Equality Act 2010, including but not limited to: a. Documentation showing the step-by-step protocol or sequence of decisions used to assess and categorise my complaint under the Equality Act framework and the thresholds considered. b. Internal analysis, meeting notes, logs, or decision records that document how my complaint was interpreted and assigned an Equality Act 2010 classification. c. Any documents setting out the level of evidential certainty required for such a classification to be made, including percentage thresholds, heuristic frameworks, or classification tolerance ranges. d. The level of certainty or percentage of tolerance applied in the final assessment of whether a complaint falls under the Equality Act. e. The final internal analysis and rationale that led to the Equality Act classification, including all institutional justifications recorded for doing so. f. Any risk analysis frameworks, risk evaluations, mitigations, and supporting rationale used in making this determination. g. Operational guidance, manuals, and training materials provided to investigators for assessing discrimination-related complaints. h. Standard criteria, matrices, or decision trees used for classifying complaints as Equality Act-related. i. Guidelines for interpreting ambiguous terms such as “discriminate” or “discrimination” in complaints. 3.0 Complaints Triaging and Categorisation Process a. Internal classification schema or taxonomy used to categorise complaints at intake or review stages. b. Internal logs, classification schemas, or databases used to tag or classify complaints, specifically relating to the Equality Act. c. Audit trails or logs showing when and by whom my complaint was classified under the Equality Act. d. Internal emails or meeting notes (with personal data redacted) discussing the categorisation of my complaint (with threshold criteria or similar classification or some evidence–based rationale clearly shown). 4.0 Escalation and Rectification Procedures a. PHSO policy or guidance governing the rectification of factual or legal errors in published complaint determinations. b. PHSO policies regarding the handling of complaints about investigator misrepresentation or errors. c. Criteria or triggers for senior-level review or escalation following allegations or incidents of misrepresentation. d. The number of times PHSO decision summaries have been retracted or amended in the past five years due to errors in legal classification or complaint content. e. Confirmation whether this challenge to Case Ref: C-2145724 triggered senior-level intervention by management. 5.0 Evidentiary Basis for Classification Decision a. A description of the evidentiary process followed by the PHSO in concluding that my complaint involved a claim of unlawful discrimination under the Equality Act 2010. b. Identification of the specific documents, excerpts, or language used as the basis for making this classification. c. Internal criteria or evidentiary thresholds used to determine the relevance, authenticity, and sufficiency of evidence for assigning statutory labels to complaints. d. Disclosure of any internal review, corroboration, or secondary verification undertaken before finalising the Equality Act classification. e. Explanation of why no clarification or confirmation was sought from me before recording and publishing this mischaracterisation. f. Copies of any decision logs, risk notations, or correspondence that reflect the evidence-based rationale leading to this conclusion. 6.0 Statistical Performance Data a. Number of cases flagged with an 'Equality Act 2010' tag in the past three years. b. Number of those cases where complainants explicitly used statutory Equality Act terminology. c. Number of complaints received involving GP referral delays between NHS and private pathways in the last three years. d. The number of complaints in the last three years related to mischaracterisation of the original complaint. e. The number of complaints amended due to misclassification or factual errors in the last three years. f. The total number of cases categorised under the Equality Act 2010 in the last three years, specifying how many stemmed from actual discrimination allegations versus mischaracterisation. g. The average investigation time for rectifying complaints found to be mischaracterised. 7.0 Oversight of Investigators a. Any quality assurance reviews, audits, or learning evaluations involving misclassification or mischaracterisation of cases over the last three years (inclusive). b. Number of cases misclassified or corrected post-publication in the last three years (inclusive) and the procedural grounds cited for their correction. c. Internal audit reports or quality assurance reviews of discrimination-related decisions made over the past three years (inclusive). d. Any internal or external legal advice or policy review documents relating to the classification of complaints under the Equality Act 2010 (last three years, inclusive). e. Any lessons-learned reports, internal reviews, or audits since 2020 addressing misclassification or misrepresentation of complaints (last three years, inclusive). f. Any changes to policy or procedure in response to complaints about mischaracterisation of discrimination allegations (last three years, inclusive). g. If any part of this request is unclear, or if you believe any information falls outside the scope of the FOIA, please contact me promptly so that I may clarify or refine my request. Where information is withheld, please provide the specific statutory exemption relied upon and the rationale for its application.
11/06/2025
. The total number of complaints received by the Parliamentary and Health Service Ombudsman (PHSO) for the National Health Service Business Authority (NHSBA) since the 1st April 2015. 2. The total number of complaints received by the PHSO for the NHSBA since the 1st April 2015 by year. 3. The total number of complaints received by the PHSO for the NHSBA which were upheld since the 1st April 2015. 4. The total number of complaints received by the PHSO for the NHSBA where the complaint relates to a Prepayment Prescription Certificate (PPC) since the 1st April 2015. 5. The total number of complaints received by the PHSO for the NHSBA where the complaint relates to a fine issued by the NHSBA regarding failure to pay for prescriptions since the 1st April 2015. 6. The total number of complaints received by the PHSO for the NHSBA where the complaint relates to a fine issued by the NHSBA regarding failure to pay for prescriptions since the 1st April 2015 where the reasoning given by the complainant was that the PPC did not auto-renew. 7. The total number of complaints received by the PHSO for the NHSBA where the complaint relates to a fine issued by the NHSBA regarding failure to pay for prescriptions since the 1st April 2015 where the reasoning given by the complainant was that the PPC did not auto-renew that were upheld.
I would please like to request the following information: 1, the number of complaints referred to the PHSO and the names of MPs referring such complaints - for the years 2022-23 and 2023-24 2, those complaints accepted for investigation by the PHSO - by the names of the MPs referring such complaints - for the years 2022-23 and 2023-24 3, for those complaints not accepted for investigation, please supply the reason(s) why such complaints were not accepted 4, the subject-matter of the above complaints and their outcomes.
09/06/2025
1. Information on the purposes for which my data is processed, the categories of personal data concerned, and the recipients or categories of recipients to whom the data has been or will be disclosed. 2. The envisaged period for which the personal data will be stored, or, if not possible, the criteria used to determine that period.
I am requesting, under the Freedom of Information Act, the following information for the last five years: 1. The number of complaints received by the Parliamentary and Health Service Ombudsman (PHSO) and the Independent Case Examiner (ICE) relating to the Child Maintenance Service (CMS), broken down by month and by complaint type if available. 2. The number of complaints upheld by PHSO and ICE, also by month. 3. The main reasons or categories for which these complaints were upheld. 4. Any summary reports or statistics shared by the PHSO with DWP/CMS regarding systemic failures or repeated findings against CMS.
06/06/2025
RE: Request under the Freedom of Information Act (2000) Dear Information Team This is an information request relating to flights taken by staff in your organisation. Please include the following information for the following financial years 2022/23,2023/24 and 2024/25: • A list of all flights taken by employees and board members, including the following details: o The airline • The class (e.g. economy, business, first) • The departure airport and destination • The cost • The dates of travel • The name of the hotels stayed at, if possible • The cost of any other expenses.
05/06/2025
1. Breakdown of Complaints Categories You mentioned that extracting the breakdown of complaints would exceed the time limit. However, you stated that you could provide information for around 120 cases. Please provide a breakdown of complaints for the last financial year (or the 120 cases you mentioned), specifying the following categories: • Delayed repairs • Failure to provide wheelchairs • Communication failures • Complaints handling issues • Other (please specify) If possible, please provide the number of complaints per category within this dataset. 4. Handling of AJM Complaints vs. Other Providers To assess whether AJM Healthcare has been treated differently from other NHS wheelchair service providers, please provide: • The average percentage of complaints upheld across all NHS wheelchair service providers over the past five years. • A comparison of the actions taken against AJM Healthcare vs. other NHS wheelchair providers for similar failings. 5. Internal Discussions & Communications New Request Your response cited Section 44(1)(a) to exempt internal communications between the PHSO and AJM Healthcare regarding complaints. However, this exemption does not apply to non-investigatory discussions, procedural emails, or general concerns raised about AJM’s performance. Please provide: • Any non-case-specific internal discussions regarding concerns over AJM Healthcare’s performance. • Communications between the PHSO and NHS commissioners regarding AJM Healthcare’s complaint history. 6. Rejected Complaints & Justifications The provided data includes cases marked as “Not properly made” or “Premature.” However, I would like further clarification: • A list of the most common reasons why complaints against AJM Healthcare have been rejected or deemed “not serious enough to investigate.” • Any internal thresholds or guidelines that determine when a complaint does not meet the PHSO’s investigation criteria.
I would also like to know the number of complaints made to the PHSO by service users, about PHSO employees. I would like to know the nature of these complaints. Racism, equality act 2010 breaches, any form of discrimination.
04/06/2025
I’d be grateful if you could provide me with the following information 1. The number of complaints received by the ombudsman relating to children’s continuing care between 31 March 2023 and 31 March 2024, and between 31 March 2024 and 31 March 2025 2. For each of the two years above, how many of the complaints about children’s continuing care were formally investigated by the ombudsman 3. Of those investigated, how many complaints about children’s continuing care were upheld I look forward to your acknowledgement and response
03/06/2025
Is it possible to have the number of complaints of the nene Vally medical practice , based in Orton Goldhay Peterborough for the past 12 months?
02/06/2025
Can you please provide me with a a) list of ALL the supervisory/oversight bodies to whom ombudsman.org issues reports concerning performance etc ie those who have oversight/scrutity/audit responsibilities for ombudsman.org b) for each please provide contact details and c) schedule of reviews etc ie when will each is scheduled to next reviewing ombudsman.org performance etc Requestor has clarified that "ombudsman.org" means PHSO as a whole
I would like to know what areas the Ombudsman have had to address in the past with the North Central London Integrated Care Board.
Please see below our formal information request with the information requested, below. The specific purpose for which you are requesting the information, We are requesting information from PHSO on complaints received about visiting restrictions in hospitals and hospices to inform DHSC’s review of Regulation 9A on visiting and accompanying in care homes, hospitals and hospices. The review is considering whether the regulation has been effective in meeting its objective to protect visiting and accompanying rights, or whether further intervention is required. The scope and nature of the information you require. We are requesting information on any complaints made to the PHSO about visiting or accompanying in hospital or hospice settings. We have separately asked the LGO for information on complaints about restrictions in care homes. We are looking for information mentioning the reason for the restriction, how long the restriction was in place, the decision-making process, how the restriction was communicated, any oversight or involvement from NHS England, ICBs or CQC in the case, etc. We do not require any personally identifiable information of the complainants. If the provider they have complained about has been mentioned, that information would be useful. How you intend to use the information. This information will be used to inform the review of Regulation 9A alongside other intelligence gathered from a public call for evidence, focus groups, regulators and data. The anonymised data will be analysed, collated, and aggregated by DHSC, and the summarised results and outputs published as part of the government’s review of Regulation 9A. Information may be shared with: · NHS England (NHSE) - the review seeks information from people with experience (personal or professional) of visiting and accompanying in the health sector, so it may be appropriate to share some of the information with NHSE. · Care Quality Commission (CQC) - information may be shared with CQC for information, regulatory monitoring and oversight purposes.
I'd like to make a request under the Freedom of Information Act for all of your entity's expenditure over £25,000 for January 2020 to April 2025. Please provide the data in a machine-readable format (preferably CSV). As a minimum, please make sure to include the date, value, and recipient of each transaction. Please also provide details on the procurement category of each transaction if you have it.
Can you supply me details of the number and percentage of complaints put in by the public you do not investigate?
29/05/2025
Under the Freedom of Information Act 2000, I am writing to request the following information: 1. The total number of complaints submitted to the Parliamentary and Health Service Ombudsman via your online complaint submission system, broken down by month for January 2025 through April 2025. 2. The number of these online complaint submissions that were successfully processed and acknowledged, broken down by month for the same period. 3. The number of reported technical issues, errors, or failures with the online complaint submission system, broken down by month for the same period. 4. Any documented technical assessments, reviews, or reports regarding the functionality and user experience of your online complaint submission system conducted in 2024-2025. 5. Details of any planned improvements or fixes scheduled for the online complaint submission system in 2025.
27/05/2025
Information on all the times we have tried to achieve Ombudsman reform specifically to abolish the MP filter.
20/05/2025
I am investigating call-off contracts in the public sector. I have identified several potential call-off contracts awarded by Parliamentary & Health Service Ombudsman, but I can't find details of the framework agreements they were awarded from. Please could you provide the name of the specific framework agreements or DPS agreements used here. If there is any further info which you think would help me locate the framework agreements (e.g., a link to the framework's Contract Finder or FTS listing, the framework provider, or a widely-used reference number such as CCS's RM codes), please use the final column for this. Please note that I have identified these contracts as possible call-off contracts, so some of them might not be. Some could be, for instance, procured directly (without being called off from a framework agreement), or could be themselves notices of the establishment of a framework agreement. Therefore I would kindly ask you to specify in these incidences what kind of procurement was used in the "Title of framework used" column.
19/05/2025
1. Policy Guidance Please provide any internal policies, guidelines, or training materials issued to staff regarding: o The expression of personal opinions by PHSO employees in public forums (including social media platforms such as LinkedIn); o Participation in public polls or discussions involving matters which could later be subject to investigation by the PHSO. 2. Conflict of Interest Management What procedures are in place to ensure staff members (including Crown servants employed by PHSO) do not inadvertently compromise the perception of impartiality when engaging in online discussions related to current or former government regulatory policies? 3. Complaint Screening and Escalation If a complaint is made to the PHSO regarding a regulatory authority (e.g. the Food Standards Agency), and it is determined that a PHSO employee has expressed public views on the issue in advance of or during the complaint process: o What is the process for ensuring that individual is not involved in the case? o Would this be recorded or reported in any internal review? 4. Previous Case Considerations Has the PHSO ever had to reassign a case, or issue internal guidance, due to a member of staff expressing opinions publicly that were considered to risk compromising impartiality?