02/09/2025
What I require is the email address of the CEO of your organization. I am whistle blowing as I am entitled to do by law?
21/08/2025
Under the Freedom of Information Act 2000, I respectfully request the following information concerning undisclosed or unrecorded communications between the Parliamentary and Health Service Ombudsman (PHSO) and NHS Trusts during active complaint investigations. This request addresses a critical question of procedural fairness: whether the PHSO permits or engages in verbal or undocumented conversations with NHS organisations that are not disclosed to the complainant, and if so, how often and under what authorisation. Information Requested 1. Policy and Governance Please provide: • Any PHSO policy, internal procedure, guidance, or staff manual in force between 1 Jan 2020 and 1 July 2025that authorises or restricts verbal, undocumented, or unlogged conversations with NHS Trusts during the complaint investigation process; • The PHSO’s position on whether and when such conversations must be disclosed to the complainant or entered into the case file. If no such documentation exists, please confirm this in your response. 2. Audits and Internal Oversight Please provide: • Any audit, review, or internal report from 2020–2025 referencing: o Undisclosed or informal communications with NHS bodies, o The risk such conduct poses to impartiality and trust, o Any remedial actions or policy revisions taken in response. 3. Aggregate Data on Undisclosed Conversations Please provide: • The total number of complaints involving NHS Trusts (2020–2025), • Of these, how many include documented verbal conversations with NHS Trusts not disclosed to the complainant, • If no figures exist, please state whether such contact is: o Tracked, o Audited, o Authorised. Legal and Procedural Relevance This request is made under: • Section 1(1)(a–b) of the FOIA (right to know and access), • PHSO’s own Principles of Good Complaint Handling, specifically Being Open and Accountable and Acting Fairly, • The principle of procedural fairness in public decision-making (Osborn v Parole Board [2013] UKSC 61). The issue of undisclosed, verbal influence upon complaint outcomes undermines Article 6 ECHR (fair hearing) and Article 8 ECHR (private life protections) where sensitive data or safeguarding issues are involved. Format & Exemptions Please provide all material in electronic format (PDF or DOCX preferred). If any part of this request is exempt, please: • Specify the statutory exemption relied upon, • Justify its use with a full public interest test under FOIA Section 2, • Provide all non-exempt information separately.
19/08/2025
I am making a freedom of information request. Please provide the following information: Results of your customer satisfaction surveys carried out by telephone interviewing for the years 2020-2025.
18/08/2025
REQUEST NARROWED DOWN AND CLARIFIED: 1. FOI – Narrowed Scope Please provide, for the financial years 2022–23 and 2023–24 only: a) Total number of complaints received relating to the Department for Work and Pensions categorised under: • Health Professional (HP) conduct • Procedural delays or cancellations in assessments • Disputed medical reports • Allegations of disability discrimination b) For the above, number upheld in whole/part and not upheld. c) Copies of any internal PHSO policies or guidance documents for handling complaints about DWP-contracted health assessment providers (including but not limited to Maximus, Capita, and Atos).
15/08/2025
Please could you provide me with further information about the decision to only investigate the most severe cases of NHS patient experiences and the circumstances that led to this decision being implemented.
Subject: Freedom of Information Request: Preferred Pronouns Policy, Association with GLAAD, and Compliance with Sex-Based Rights, Biological Accuracy, Religious Views, and Impartiality Dear Parliamentary and Health Service Ombudsman, Under the Freedom of Information Act 2000, I request information regarding the PHSO’s policy on preferred pronouns, as stated: “As an inclusive organisation we support employees who wish to include their preferred pronouns (he/him, she/her and they/them) on their email signature. We also invite you to share your pronoun preferences with us so we can communicate appropriately with you. For more information about preferred pronouns visit the GLAAD website,” referencing https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/allies&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872316611|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=Ty3HbuDOZYoOwpodnNI8EhPfB5SM0BdynURdlh7hyQ0=&reserved=0. I seek details on how this policy aligns with GLAAD’s content, particularly the Transgender FAQ at https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/transfaq/&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872337969|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=z+dFQNCE/ugAQ84BeQYCCQN2Ktw7gxeQdOlitXOT5f8=&reserved=0, which defines gender identity as internal and personal, supports non-binary identities, and provides allyship guidance (e.g., respecting pronouns, asking politely for preferences, apologizing for mistakes, and acknowledging transgender challenges). I also request information on how the policy respects sex-based rights, biologically accurate views, religious beliefs, and the duty of impartiality for employees and the public. Please provide the following information, organized by category for clarity: 1. Policy Documentation 1.1. Copies of all policy or guidance documents on the use of preferred pronouns for employees and public interactions, including internal guidelines, training materials, or equality impact assessments referencing GLAAD or its resources (e.g., https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/transfaq/&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872351815|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=l0Tl6Nu9vK40Moed5pbSj28CvFrfuax122v1yDsH4Jg=&reserved=0 or https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/allies&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872365987|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=eZk0SAmxb6i8skCBHc+V/tfxS09/DU3xRs9E9pVEGBY=&reserved=0). 1.2. Details of how the policy was developed, including any consultations with employees, stakeholders, or external organizations such as GLAAD. 2. Association with GLAAD 2.1. Records of any formal or informal association, partnership, consultation, or communication between the PHSO and GLAAD (or glaad.org), including reasons for selecting GLAAD as a reference for pronoun information. 2.2. Details of any endorsements, funding, collaborations, or use of GLAAD’s materials in PHSO training, policies, or communications, particularly relating to the Transgender FAQ and its allyship guidance. 2.3. Confirmation of whether the PHSO endorses all aspects of GLAAD’s stance in the Transgender FAQ, such as defining transgender identity as distinct from sex assigned at birth, emphasizing non-binary identities, and focusing on systemic challenges without addressing potential conflicts with other views. 3. Respect for Sex-Based Rights 3.1. Records of assessments or considerations to ensure the preferred pronouns policy, including GLAAD’s allyship guidance (e.g., mandatory pronoun use), complies with sex-based rights under the Equality Act 2010, particularly the protected characteristic of sex. 3.2. Details of any complaints or concerns raised by employees or the public about the policy’s impact on sex-based rights, including the number, nature, and resolution, from January 1, 2020, to the present. 4. Respect for Biologically Accurate Views 4.1. Information on how the PHSO accommodates employees or the public who hold views aligned with biological definitions of sex (e.g., that sex is binary and immutable) in relation to the pronoun policy and GLAAD’s guidance, which prioritizes gender identity. 4.2. Records of any disciplinary actions, grievances, or complaints involving employees or the public who declined to use preferred pronouns due to beliefs in biological accuracy, including outcomes, from January 1, 2020, to the present. 5. Respect for Religious Views 5.1. Details of how the PHSO ensures the preferred pronouns policy, including alignment with GLAAD’s allyship guidance, respects the religious beliefs of employees and the public, particularly where such beliefs conflict with pronouns not aligned with biological sex. 5.2. Copies of any guidance or training provided to staff on balancing the pronoun policy and GLAAD references with the protected characteristic of religion or belief under the Equality Act 2010. 5.3. Records of any complaints or concerns raised by employees or the public citing religious beliefs in relation to the pronoun policy or GLAAD’s content, including the number, nature, and resolution, from January 1, 2020, to the present. 6. Impartiality 6.1. Documentation on how the PHSO ensures impartiality in operations and communications when implementing the pronoun policy and referencing GLAAD’s Transgender FAQ, particularly in maintaining neutrality in investigations and public interactions. 6.2. Records of complaints or concerns from employees or the public alleging bias or lack of impartiality due to the pronoun policy or GLAAD association, including the number, nature, and resolution, from January 1, 2020, to the present. 6.3. Details of any training or guidance provided to staff to ensure impartiality when applying the pronoun policy or using GLAAD resources. 7. Public and Employee Feedback 7.1. Copies of any surveys, feedback forms, or consultation responses from employees or the public regarding the pronoun policy, its reference to GLAAD, or the Transgender FAQ, including concerns about impacts on sex-based rights, biological accuracy, religious views, or impartiality. 7.2. Details of how the PHSO has responded to or addressed such feedback. 8. Exemptions and Refusals 8.1. If any information is withheld under FOI exemptions, provide the specific exemption(s) applied and a detailed explanation, including any public interest test considerations. Please provide the requested information in electronic format where possible, as permitted under the Freedom of Information Act 2000. If any part of this request is unclear, please contact me for clarification to avoid delays. I expect a response within 20 working days, as required by law. Thank you for your attention to this request. I look forward to response from a named PHSO officer for the purposes of accountability
I would like to know details and examples of circumstances where the PHSO has waived the 12-month deadline, and in how many cases you have done that in the last 5 years.
14/08/2025
Under GDPR legislation would you be able to provide me with the following information please ? I don`t know whether your admin years end calendar wise or at the end of March like a financial year, but it doesn`t matter to me. For each of the past 3 years can you tell me please : (a) How many complaints the PHSO have received ? (b) How many of these complaints has the PHSO upheld,and in respect to these please can you itemise by the severity /grading scale that is used ? (c) For the NHS North Lincs Trust specifically, how many complaints the PHSO have received ? (d) For the NHS North Lincs Trust specifically,how many of these complaints has the PHSO upheld and in respect to these please can you itemise by the severity /grading scale that is used ?
06/08/2025
I would please like to request the information for the 2023-24 financial year
01/08/2025
who is the head of social care ombudsmen? is it Julie odams if so email address please?
I am submitting a Freedom of Information request under the Freedom of Information Act 2000 to better understand the types of NHS England-related complaints that the Parliamentary and Health Service Ombudsman considers within scope for investigation. Please provide the following: 1. Classification and Scope A detailed breakdown of how the PHSO currently classifies complaint categories relating to NHS services in England, particularly in relation to the following areas: Clinical and Administrative Complaints • Delays in diagnosis, treatment, referrals, or discharge • Failure to follow clinical guidelines or pathways • Inaccurate or incomplete medical records • Poor coordination between care providers or settings Communication and Staff Conduct • Failure to provide clear, timely, or accurate information • Unprofessional behaviour or tone used by NHS staff • Inadequate explanation of risks, procedures, or consent • Lack of translation or reasonable communication support Complaint Management Failures • Delays or non-responses to formal complaints • Breaches of NHS Complaint Standards • Investigations that omit relevant evidence or do not address key concerns Financial and Access Barriers • Refusal of NHS-funded treatment or reimbursements • Administrative blocks to accessing care or GP registration • Mishandling of charges, exemptions, or eligibility processes Mental Health and Vulnerable Patient Concerns • Poor management of psychiatric crises or safeguarding issues • Inappropriate use of restraint or detention • Failure to provide reasonable adjustments under the Equality Act 2010 2. Internal Criteria and Guidance Any written guidelines, policy documents, decision frameworks, or internal training materials used by case assessors to determine eligibility, prioritisation, and scope of investigation for complaints involving NHS England services. 3. Statistical Information For the past three calendar years (2022–2025), please provide: • The total number of complaints received involving NHS England • The number accepted for formal investigation • Categorisation of accepted complaints by type (if available) • Outcome summaries (e.g. upheld, partially upheld, not upheld)
Whether the Parliamentary and Health Service Ombudsman received any complaints, referrals, or casework concerning Northwick Park Hospital and its handling of COVID-19 policies, incidents, or procedures between April and August 2021. This includes complaints involving: • Mask enforcement • Visiting restrictions • Staff conduct in relation to COVID-19 measures I am requesting: • The full text of each complaint or referral (with redacted personal information) • And the date on which each was received
I would be grateful if you could confirm whether your Service Charter and 3 Step Process as published on your website is current and provide the names of the persons responsible for ensuring adherence. Could you also point me to the correct web page that provides data results showing the unconcluded cases still waiting for the provisional reviews report that are more than 27 + months old.
31/07/2025
I would be grateful if you could consider the following narrower or alternative request: 1. Are any anonymised summaries or decision statements relating to these four cases available for publication or already published (e.g. on your public decisions database)? If so, please could you direct me to them or provide copies. 2. If not, are you able to provide a general thematic summary of the four cases – for example, the broad nature of the complaints (e.g. SEND provision, complaints handling, maladministration of funding, etc), and the categories of failings identified? 3. Were any of these cases considered to have wider or systemic learning, and if so, are any learning summaries or lessons-learned reports available?
29/07/2025
For each financial year between 2019/20 and 2024/25 1). How many complaints were made against HMRC to the Parliamentary & Health Services Ombudsman (PHSO). 1a) In the same financial years , how many complaints against HMRC were upheld and how many partly upheld by PHSO. 2). For 1 above, for each financial year, how many complaints concerned the exercise of discretion by HMRC 3). For each financial year, how many caseworkers were employed by PHSO 3a) For each financial year, how many caseworkers employed by PHSO were former employees of HMRC, employed elsewhere within HMRC, prior to joining PHSO?
24/07/2025
"Could you please therefore explain the legal basis for anonymisation of final Reports. If the Commissioner claims a discretionary power to impose a policy of anonymisation then please explain the legal basis for such discretionary power and produce to me by way of Freedom of Information copies of all documentation on record held by the Commissioner and his Office relating to the making and formulation of the policy currently in force here."
18/07/2025
The Department for Education’s latest annual accounts .. https://assets.publishing.service.gov.uk/media/687794132bad77c3dae4dc67/DfE_consolidated_annual_report_and_accounts_2024_to_2025__web-optimised_version_.pdf … show on page 290 there were 4 detailed investigations reported on by Ombudsman. Three were upheld in full, and one partially. For each of these four, please could I have: 1. The date of the complaint 2. The name of the complaint (if possible and if anonymity wasn’t requested/granted) 3. A copy of the complaint/or a any detailed summary you may have 4. A full copy of the ombudsman’s findings 5. Details of the the outcome/recommendations
15/07/2025
The number of complaints that the Ombudsman has received in each month in the 36 month period from July 2022 to June 2025 inclusive.
1. A list of all decisions issued by the Parliamentary and Health Service Ombudsman (PHSO) between 1 January 2019 and 31 March 2024 involving complaints against HM Courts and Tribunals Service (HMCTS). For each case, please include: o The complaint reference number; o The date of decision or publication; o The decision outcome (e.g., upheld, partly upheld, not upheld, closed after initial enquiries); and o A short summary of the issue(s) investigated (e.g., “delay in processing a Help With Fees application,” “failure to communicate hearing date,” etc.). 2. Please also confirm: o Whether any such decisions were previously published but have since been removed from the PHSO’s “Our Decisions” portal or other public-facing database; o If so, the number of decisions removed and the reasons or internal policy grounds for removal; o Whether archived versions of such decisions remain accessible or can be provided on request.
14/07/2025
Page 47 of your Annual report and accounts 2023 to 2024 refers to “other actions to put things right”. Could you please provide the breakdown or more detail for this category for the years 2019-2024?