24/09/2025
I am doing a research project investigating call-off contracts in the public sector. I have identified six potential call-off contracts awarded by Parliamentary & Health Service Ombudsman, but I can't find details of the framework agreements they were awarded from. I have attached an Excel file that contains the information I am looking at. The last two columns ("Title of framework used" and "Further framework info") is where I am missing information. 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. I have provided the title, description, the publication date, and procedure type used to award each potential call-off, as well as a URL link to the call-off in question and a unique reference ID for each potential call-off. Please let me know if there is anything else you need to complete the request.
23/09/2025
Dear Parliamentary and Health Service Ombudsman, Under the Freedom of Information Act, I would like to request the following information: The number of dentistry complaints received by the parliamentary and health service ombudsman in the following respective tax years: 2024-2025 2023-2024 2022-2023 2021-2022 2020-2021 Please provide figures for each respective tax year, rather than a total between 2020-2025. Also, please provide the number of dentistry complaints upheld by the parliamentary and health service ombudsman in the following respective tax years: 2024-2025 2023-2024 2022-2023 2021-2022 2020-2021 Please provide figures for each respective tax year, rather than a total between 2020-2025. What percentage increase or decrease has there been in the number of complaints upheld, following an investigation, from the tax year 2020/2021 to the tax year 2024/2025? What percentage increase or decrease has there been in the number of complaints upheld, following an investigation, from the tax year 2023/2024 to the tax year 2024/2025? Please provide this information in CSV format.
I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Freedom of Information Request – Equality Act 2010 Compliance, Sex-Based Rights, Compelled Belief, Safeguarding, Immigration Eligibility, and Resource Misuse'. • Failure to disclose risk assessments, legal advice, or governance papers explaining why compliance work has not been undertaken. 4. Accountability and governance • No details were provided of responsible officers, decision-makers, or committees, despite explicit request. • Absence of a stated legal rationale or evidence of consultation with EHRC or other regulators. 5. Safeguarding and complaint themes To bring this review into compliance, please: • Disclose or confirm all relevant risk registers, legal advice, governance papers, Board/Senior Leadership minutes, and change logs concerning Equality Act compliance, neutrality, safeguarding, and complaint handling since January 2020. • Provide names and roles of senior officials responsible for Equality Act and safeguarding compliance. • Disclose or confirm any internal/external legal advice underpinning your stated approach. • Provide version histories for relevant EDI policies and training materials to evidence whether changes were considered, approved, or deferred. • Supply complaint system documentation (tags, fields, data structures, retention schedules) that evidences your claim that themes cannot be queried. • Issue a refinement schedule to allow prioritisation of materials, starting with finalised documents, Board/SLT papers, and formal legal advice. Additional record categories to include in review scope • Risk and assurance records (corporate/departmental risk registers referencing Equality Act compliance, safeguarding, or legal risk). • Policy control records (version histories and change logs for policies/training materials). • Governance planning records (Board/SLT agendas and work plans on EDI, safeguarding, equality). • Case management system metadata (documentation on tags/fields to substantiate inability to query). • Internal communications (briefings, FAQs, messages to staff on pronouns, neutrality, belief protection). • Escalation or rejection criteria (records showing refusal/closure of complaints, especially in equality or safeguarding contexts).
I am writing to request access to anonymised complaint data under the Freedom of Information Act 2000. This request supports the development of a digital platform (CompLet101™) designed to improve public service accessibility and resolution pathways for underserved communities. Specifically, I am seeking: Any information of the 'type of complaint information held across all groups specific to 'complaint's. • A breakdown of complaints/ type/ category received between January 2022 and July 2025, categorised by type (e.g. housing, planning, noise, data breaches, etc.) • Resolution outcomes, including timeframes, escalation routes, and closure status • Any anonymised metadata that supports pattern analysis (e.g. complaint source, channel, priority level) • Templates or standard response formats used in complaint handling • Any internal guidance or procedural documents used to triage or escalate complaints I am not requesting any personal data or identifiable information. The purpose is to analyse complaint patterns and procedural gaps to inform modular intake logic and strategic service design. If this data is already published or partially available via open data portals, please direct me to the relevant links. I would prefer the information in a machine-readable format (CSV, XLSX, or JSON), but I am happy to accept any format that is convenient for your team.
22/09/2025
We formally request the below information under FOI (in addition to the earlier request): • How many cases have been presented to the Ombudsman relating to NHS IRP outcome letters during the past 5 years? • How many cases has the Ombudsman took on relating to NHS IRP outcome letters during the past 5 years? • How many of these were changed to full CHC funding from any other category through the involvement of the Ombudsman? • How many of these increased the provision of funding to the care claimant through the actions of the Ombudsman? • How many of these were rejected by the Ombudsman outright on first submission? • How many of these were then taken to appeal? • How many of these were then still rejected following the appeal? • How many were subject to legal challenge? • How many legal challenges were successful in overturning the decision of the Ombudsman? • How many of the legal challenges supported the stance of the Ombudsman? Please note it is a legal requirement for this FOI request to be addressed in a timely manner and for it to be complete without any ambiguities; deliberate mis-interpretation; nor the distortion of information / facts or the with-holding of information.
19/09/2025
Under the Freedom of Information Act 2000, I would like to request the following information: Caseworkers 1. What are the required qualifications and/or professional background criteria for a person to be employed as a Caseworker or Investigator at the Parliamentary and Health Service Ombudsman (PHSO)? 2. What specific training (including induction and ongoing professional development) do Caseworkers receive in handling health-related complaints? 3. Are Caseworkers required to have any clinical qualifications or healthcare experience in order to handle NHS complaints? Clinical advisers 4. What process does the PHSO use to select a clinical adviser for a complaint? 5. Does the PHSO hold a register or panel of clinical advisers, and if so, how are advisers categorised (e.g. by specialty, qualifications, or experience)? 6. What criteria are used to match a clinical adviser to a complaint involving complex renal/haemodialysis issues? Role of the Ombudsman 8. At what stage, if any, is the Ombudsman (or Deputy Ombudsman) directly consulted in the investigation of an individual complaint? 10. Who has final sign-off authority on the selection of a clinical adviser and on the final outcome of a case? Please provide the information in electronic form.
For the purposes of the N461 claim for judicial review, I require the following documents and information from the PHSO: 1. Please clarify the time intervals that you have been of work since May 2024. I do not require the explicit reasons for why you have been of work but I require the following, with dates supplied; • Expected or booked annual leave • Unexpected leave (medical absence) • Leave of absence(s) or unpaid leave.
Please could you let me know if you are a member of a professional body and, if so, which one.
18/09/2025
Thank you for your reply and the links to your published quantitative data concerning complainants experience of using your service. I understand that you collect qualitative feedback too during these service evaluations. I am requesting any information you hold about the results of qualitative feedback given by complainants during telephone interviews. In addition I am requesting any information you hold about any evaluations, audits or research carried out by the PHSO that was tasked with exploring potential harm or trauma caused to complainants by the process of complaining to the PHSO. If you would like me to clarify anything please let me know.
12/09/2025
I would like this information for each of the last five full financial years: 2019/20, 2020/21, 2021/22, 2022/23, and 2023/24. Your latest annual reporting indicates that for 2023/24, 29 complaints were received about the HSE, of which 24 were assessed and none were upheld (either partially or fully). To provide greater context and allow for analysis of trends, please provide the following information for each of the years specified: 1. The total number of complaints received about the HSE. 2. The number of these complaints that were formally assessed. 3. The number of assessed complaints that were closed after an initial assessment (i.e., without a full investigation). 4. The number of assessed complaints that proceeded to a full investigation. 5. The final outcome for all assessed complaints, broken down into the following categories: · Not upheld · Partially upheld · Fully upheld · Settled during investigation · Discontinued · Other (please specify) 6. A categorised breakdown of the nature or subject matter of the complaints received (e.g., handling of incident investigations, regulatory advice, concerns handling process, service delivery, etc.). 7. The number of complaints about HSE that were referred to the PHSO by HSE itself (rather than being brought directly by complainants) for each year. 8. Confirmation of whether the complaint statistics published in the PHSO’s annual reports are based on the PHSO’s own records, or whether any part of that data is obtained or compiled using information supplied by HSE. I understand that you may need to redact any personal information under Section 40 of the FOI Act. I would be happy to receive the information in an electronic format, such as a spreadsheet, to the return email address. If my request is too broad or unclear, please contact me as required under your duty to provide advice and assistance under Section 16 of the Act.
The information that we require, under the Freedom of Information Act, is as follows: 1) Do you use a Citizen Engagement platform? 2) If so, what tools do you use? 3) How much do you spend annually on a Citizen Engagement tool? 4) Which month & year does your contract with your supplier end? A citizen engagement platform is a digital tool or system designed to facilitate communication, interaction, and participation between citizens and government or public institutions. Its goal is to make civic involvement easier, more transparent, and more effective. These platforms can be used by governments, cities, or organisations to: Collect feedback on policies, services, or community issues Conduct surveys and polls Enable reporting of local issues, like potholes or graffiti Share updates, news, and documents with the public Encourage participatory budgeting or co-creation of solutions Examples include tools like Granicus (EngagementHQ), CitizenSpace, SurveyMonkey, Qualtrics or Commonplace They can play a major role in increasing transparency, accountability, and trust in public decision-making.
what legislation is being used by the PHSO to show that the Regulators of the UK are not legally obliged to promote competition, or adhere to their legal obligations as Regulators, or adhere to their legal obligations as Regulators especially in relation to protection of consumers (““The CMA must seek to promote competition, both within and outside the United Kingdom, for the benefit of consumers.””) or that Regulators are permitted to not adhere to FOI obligations and requests.
09/09/2025
I am requesting to know what IT information system is used by the service? Is it the same as used by the Court's Administration System or is the latter something that can be accessed by individuals within the service? In general terms, what information does the court's system contain if used? I would be happy for you to provide me with this information electronically by email. No telephone communication is acceptable. Locked or password protected communication is not required.
Complainant has contacted has requested a copy of our SLA guidance/policy to be sent to him by email as an FOI request.
08/09/2025
Please treat my correspondence as a formal complaint. It frankly beggars belief that your organization is unable or unwillingly to provide the full particulars of the Head . Kindly confirm I can release your correspondence to the press. Very clearly this is a matter of public interest.
05/09/2025
1. Do PHSO investigators receive IC code training? Do staff members receive mandatory training on UK racial classification systems, including the IC codes used by the police, or any comparable system for recognising racialised groups like IC3 (Black) and IC6 (Mixed-Black)? If not, how can they claim to identify or address anti-Black racism? 2. How many IC3 and IC6 complaints has PHSO upheld or rejected in the past 5 years? Provide statistical breakdowns by race (including IC3/IC6 or nearest equivalent) showing whether complaints from Black and Mixed-Black individuals are disproportionately rejected, delayed, or minimised compared to others. 3. Has the PHSO ever upheld a finding of anti-Black racism within a public body? If so, what were the circumstances, remedies, and public learning? If not, why — and what does this imply about the PHSO’s approach to systemic racism? 4. How does the PHSO define and detect institutional racism? What internal definitions, frameworks, or diagnostic tools does the PHSO use to detect racial bias, including unconscious bias, in the complaints they investigate? 5. What diversity exists within the PHSO team handling this complaint? How many members of the complaint handling and decision-making teams are themselves Black (IC3) or Mixed-Black (IC6)? Has the team received direct input from Black investigators or anti-racism specialists? 6. What community consultation mechanisms does the PHSO use? Does the PHSO consult with IC3 or IC6-led organisations when designing race accountability systems? If not, how can they claim cultural competence in Black British affairs? 7. Does the PHSO use independent external race equity auditing? Who audits their race accountability systems? Is it independent, and are the findings made public? 8. Can (redacted) observe or monitor the progress of this complaint as an external investigator? Given the community concern, can an observer from (redacted) attend any mediation, procedural reviews, or accountability meetings related to this complaint?
04/09/2025
1. How many are Parliamentary complaints 2. How many are Health Services complaints 3. The total number of Parliamentary complaints opened in 2023 4. The total number of Health Services complaints opened in 2023 5. How many of the Health Services complaints have not reached the provisional views stage.
Under the provisions of the Freedom of Information Act 2000, please provide the following recorded information: • The number of complaints received in the past 5 years regarding Ofgem failure to regulate Standard License Conditions in the context of Energy Supply. • The number of complaints received in the past 5 years regarding Ofgem failure to enforce Ombudsman's Resolutions in the context of Energy Supply disputes. • The documented reason why your organization fails to respond to complaints made by individual consumers.
02/09/2025
1. Legal Compliance and Policy Review a. Any internal policies, guidance documents, training materials, or legal advice held by the PHSO relating to the definition of “sex” under the Equality Act 2010, especially in light of the UK Supreme Court’s binding 2024 judgment. b. Any steps taken to review or amend internal practices, guidance, or materials to ensure legal compliance with the judgment and the correct application of the Equality Act 2010. c. If no such steps have been taken, please provide any legal advice, justification, or interpretive rationale on which the PHSO relies. 2. Freedom of Belief and Compelled Speech a. Any internal or external complaints, concerns, or discussions since 2020 about the PHSO’s approach to “preferred pronouns,” gender identity policies, or compelled speech in its dealings with staff, complainants, or external bodies. b. Any policies or guidance issued by the PHSO requiring or encouraging staff or complainants to use specific gender identity terms or pronouns — and any legal review of such policies in relation to protections for belief under sections 10 and 19 of the Equality Act 2010 and Article 9/10 of the ECHR. 3. Equality, Diversity and Inclusion (EDI) and Third-Party Influence a. Any collaboration, policy influence, or training provided by external organisations such as Stonewall, Mermaids, Gendered Intelligence, LGBT Foundation, or similar, since 2020. b. Records of payments made to such organisations or attendance by PHSO staff at related events. c. Any steps taken to review or moderate external influence in light of the UK Government’s withdrawal from Stonewall’s Diversity Champions Scheme and similar concerns raised about impartiality and ideological bias. 4. Safeguarding and Public Protection a. Any guidance, complaints data, or internal reviews held by the PHSO concerning failures in safeguarding — particularly involving: • Misapplication of gender identity ideology in settings involving children, women, or vulnerable adults • Inadequate recognition of biological sex in safeguarding protocols • Suppression of lawful concerns about sex-based risks b. Any policies or procedures updated since 2020 to strengthen safeguarding practices in response to such concerns. 5. Complaint Assessment and Eligibility a. Any guidance held by the PHSO regarding the treatment or assessment of complaints raising sex-based rights, compelled belief, ideological discrimination, or safeguarding risks — especially where these relate to the misapplication of the Equality Act 2010. b. Any formal exclusions or prioritisation criteria applied to such complaints. 6. Immigration Status, Eligibility Checks, and Public Resource Safeguarding a. Any records, policies, guidance, or internal reviews relating to complaints involving: • Failures by public bodies to verify immigration status • Unlawful access to publicly funded services (e.g. NHS, housing, benefits) b. Any analysis, trends, or investigations into complaints about misuse or misallocation of public resources due to inadequate immigration checks. c. Any communications or legal concerns raised internally about the ethical or legal implications of public services being accessed unlawfully or without verification. 7. Public Transparency Please confirm whether the PHSO has made any public statement, position paper, or policy update since the UK Supreme Court ruling clarifying the legal definition of sex — and if not, on what legal basis or internal assessment the PHSO has determined that no such response is necessary.
This is an information request relating to customer service performance levels. Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25: • The average call wait times for your customer service phone lines are each year. • The percentage of calls answered within your target time for each of those years. • The average response time for written correspondence (email, letter, or online submissions) in each of those years. • The percentage of correspondence responded to within the organisation’s target timeframe in each year. • The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year. • If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.