03/07/2025
can I have a copy of your marketing policy and your retention policy
02/07/2025
Any recent Performance statistics, would be helpful especially anything showing the compliance with recommendations and the satisfaction with the PHSO process if this could be show with demographics that would be excellent.
First, I would like to request the same information for the year 2024-25 - when it becomes available (I appreciate that it may not be currently available). Second, I would like to request information concerning service improvements issued by the PHSO during 2024-25. I would also like to request information concerning the generic types of service improvement recommendations (eg an action plan, staff training) broken down between health and parliamentary complaints - when this information becomes available (I appreciate that it may not be currently available).
01/07/2025
Please can you advise if any cases have been sent to your office regarding excess skin removal were a trust hasn't approved the application. Please search Birmingham region and mercy side region
Thank you for the partial response and I apologise for my delayed reply. Unfortunately only one part of my four-part request was answered and there seems to have been a misunderstanding because use of the logo to signpost people to the PHSO is not relevant to my request. Nor did I ask for data about any individuals or for the PHSO Disciplinary Policy. I gave several names only as keywords to assist in locating any correspondence. To recap, please see the unanswered points of my original request below: Please could you provide: 1. Any policy about permission for public endorsements by the PHSO and the permitted use of the PHSO logo by external organisations indicating that PHSO is a "Supporter" or similar. 2. (This was answered - thank you). 3. All data which refers to WhistleblowersUK, WBUK and/or the All Party Parliamentary Group (APPG) on Whistleblowingand/or Office of the Whistleblower and/or The Whistleblowing Bill. I would prefer the search to cover the time period from March 2018 but if that would exceed the relevant cost limits, please could you adjust the timespan to make it achievable up to the present date? 4. The item which I seek in particular is anything which refers to consent being requested, granted or withdrawn about allowing WBUK and/or the APPG on Whistleblowing to use the PHSO logo on their websites or other material, including soliciting donations.
30/06/2025
I am writing to request information under the Freedom of Information Act 2000. After reviewing your website and other publicly available information, I have not been able to identify the appropriate contact details for third parties (such as suppliers or service providers) to send formal legal correspondence to your organisation. Please could you confirm the following: 1. Whether your organisation has one or more specific teams, departments, or named individuals responsible for receiving formal legal correspondence from third parties. 2. The relevant postal address(es), email address(es), and telephone number(s) that such correspondence should be directed to. If responsibility differs by type of issue (e.g. contractual, procurement-related, legal) or by region, please provide the details for each as applicable. 3. If this information is already published, please confirm where it can be found. This request is made in the public interest to ensure there are clear and transparent routes for formal engagement with public authorities.
27/06/2025
“I am writing with regards to the Earl Report which was laid before Parliament in 2022. The Earl’s are now my constituents and I have been working with them to try and find a resolution to the issue of non-compliance from the Environment Agency. I understand Mr [redacted] was the caseworker on this case so I was hoping he could answer a question related to the outcome. In my communications with the EA, they have informed me that ‘Our calculations used to arrive at these figures were fully explained to the independent reviewers and to the Ombudsman. The Ombudsman decided to refer the matter to the Public Administration and Constitutional Affairs Committee (PACAC).’ The Earl's, however, claim that neither they nor members of the PHSO were presented with the calculations used to reach the current level of compensation – to your knowledge is this the case? The Earl’s would like to see the methodology behind the Environment Agency’s final figure to ascertain why it differed so substantially from that recommended by the PHSO. If you are able to provide any information, I would be incredibly grateful.”
24/06/2025
any internal guidance issued by PHSO on the assurance review process
Please would you provide the total number of decisions made on complaints in April 2025 in the following categories 1. Decided following primary investigation 2. Decided following detailed investigation Please would you also provide the same information for the month of May 2025.
23/06/2025
I am writing to make a request for information under the Freedom of Information Act 2000. How many complaints about Northampton General Hospital since 2022 were rejected as ‘not ready’ despite evidence of institutional bias? Release all internal memos discussing Northampton General Hospital complaints since 2020 to prove procedural bias.
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