19/02/2026
Thank you for your response to my FOI request (Case Ref /00004126) and for the links you provided. I am grateful for the material you pointed me to, but I need clarification to ensure the response is complete and auditable given the safeguarding and systemic risk focus of my request. Please provide the following in writing within 10 working days: 1. Search scope — list the teams and document repositories searched (for example: Service Model team, Legal, Information Governance, Safeguarding lead, Training/HR, SharePoint, case management systems) and the dates those searches were carried out. 2. Section 21 pointers — for items you say are “reasonably accessible,” please confirm the exact URLs or document titles you rely on under Section 21 so I can be sure I have reviewed the same material. 3. Materials held under other titles — if DPIAs, training materials, or guidance on acting without full local resolution exist within broader documents, identify the document titles and provide copies or links (redacted only where strictly necessary). 4. DPIA confirmation — if safeguarding related DPIAs are incorporated into wider DPIAs (for example, a DPIA for complaint handling or casework systems), please provide the DPIA title and a copy or link. 5. Training records — confirm whether searches included training/HR systems and, if training exists on Duty of Candour, safeguarding, or systemic patient safety failures, provide the titles and a short description of the content. 6. Search methodology — confirm which teams and systems were consulted (for example, safeguarding lead, legal, training, records) and whether any documents were withheld under other FOIA exemptions. If you prefer to treat this as an internal review request rather than a clarification, please confirm that and provide the internal review timescale and contact details.
12/02/2026
has raised concerns around the enforcement of the Accessible Information Standard by NHS Services, and concerns that he does not believe the PHSO has the competencies to enforce a complaint against an NHS ICB should this complaint be made. I would be grateful if you could review the attached correspondence from the PHSO in 2019 and let (redacted) know if any of the circumstances around the PHSO competencies have changed, or indeed the success rates of the PHSO in making non-binding judgements against ICBs in similar cases.
06/02/2026
Sorry for missing the email of the 15 December 2025 when you requested clarification “When you describe the decisions on our website are you referring to the case decisions portal that can be accessed by the following link, if not please describe specifically which decisions your request refers to. Our Decisions” There are two sets of PHSO decisions 1. Those that are on your “case decisions portal” Our Decisions 1. Not all on the PHSO “case decisions” are on the PHSO “case decisions portal” I would like all PHSO “case decisions” (1 and 2) in spreadsheet form for the last 3 years e.g. 1 April 2022 to 31 March 2025, if this is not available the website site “case decisions portal”
03/02/2026
I am looking for some assistance with your organisation’s Spend/Transparency data, available on the following weblink: https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection There appears to be no file available for the month of November 2025. Could you advise when the file will be made available to view online? Would it be possible for you to email me a copy of the November 2025 file please and thank you.
I would like you to provide me with the Annual running cost of the Parliamentary Ombudsman Teams. A break down of each departments costs. I look forward to hearing from you in due course
02/02/2026
The Service has "decided to focus on the more serious complaints". Whilst I can understand the reasons for that to occur going forward, you have not provided any explanation about historical cases. Please can you advise when the decision was made by the Service, and when the change in focus came into effect? Where can the change in service be publicly viewed and what are the terms for cases that were in progress prior to the decision being made?
30/01/2026
Under the Freedom of Information Act (FOC) 2000, please can you let me know how many NHS complaints the PHSO received for each of the last five years, together with how many were upheld for each year.
Under the Freedom of Information Act, I would like to request data on the number of total complaints received since 1 January 2022 specifically alleging: Unsterile or contaminated surgical instruments used during procedures. Visibly dirty or improperly cleaned surgical equipment. Cancelled or delayed surgery due to instrument sterilisation problems. Please break the data down by calendar year (2022, 2023, 2024, 2025) and by NHS trust where identifiable.
29/01/2026
I wish to complain regarding the regulatory failure of Ofgem to its oversight body, not to them, but about them. So what is the email contact address for such complaints.
I would like to make a freedom of information request. I am doing a research project investigating call-off contracts in the public sector. I have identified three potential call-off contracts awarded by Parliamentary & Health Service Ombudsman, but I can't find details of the framework agreements they were awarded from, or which lots were used. 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 agreement or DPS/Dynamic Market used here, as well as the lot used if the framework was divided into lots. 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 use the second column for the relevant lot information. 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.
27/01/2026
Under the provisions of the Freedom of Information Act 2000, please provide from your records the email address for making complaints against Government entities and agencies within your oversight or regulatory function.
23/01/2026
Freedom of Information Request (FOI): • Copies of PHSO procedures for handling safeguarding relevant complaints. • Copies of policies or guidance on when the Ombudsman may act without full local resolution. • Any internal training materials relating to Duty of Candour, safeguarding, or systemic patient safety failures. Data Protection Impact Assessments (DPIA): • DPIAs relating to PHSO’s handling of safeguarding relevant complaints. • DPIAs relating to complaint triage and referral processes.”
I wish to make a Freedom of Information request to find out how many complaints were made to the Ombudsman about the Emergency Department at East Surrey Hospital between January 2023 and January 2026. Additionally, I would like to know • how many complaints about the Emergency Department were upheld after investigations took place and how many were partially upheld. I also wish to make a request to find out the following : • How many complaints were made to the Ombudsman in relation to the hospitals complaints procedure including complaints about the length of time taken to issue a final response to initial complaints. I realise that it will not be possible to provide data on how many recent complaints have been upheld (or partially upheld) because investigations will be ongoing. However I would like any data on the number of completed complaint investigations in which complaints have been upheld /partially upheld by the ombudsman. If information about complaints relating to specific departments at the hospital is not available, I would like to know • How many complaints were made to the Ombudsman about the entire hospital between January 2023 and January 2026 and how many have been upheld/partly upheld to date.
Thank you for your response. However, it does not address the information requested and instead provides general complaint-handling statistics that do not correspond to the specific cases referenced. My request relates solely to the eight MP-referred FCDO cases referenced in the corrected Foreign, Commonwealth and Development Office Annual Report and Accounts 2021–22, which states: “In 2021–22, there were eight referrals relating to the FCDO which were under consideration by the PHSO.” The information provided in your response concerns complaints received about the FCDO more generally, including complaints that were not MP-referred and were closed on procedural or jurisdictional grounds. This does not identify or describe the eight referrals referenced in the Annual Report and therefore does not enable the published figures to be understood or verified. To clarify, I am still seeking the following information in relation to those eight referrals only, in anonymised and aggregated form: Confirmation of the eight FCDO-related referrals recorded by the PHSO and referenced in the corrected Annual Report. For each of the eight referrals: the month and year the referral was received by the PHSO; whether it was raised prior to April 2021 or during the 2021–22 financial year; the status outcome recorded (i.e. closed without investigation, under consideration before investigation, or investigation opened). For the three investigations described as ongoing: whether each investigation has since been completed, closed, or remains open; the month and year of closure or completion, where applicable. Whether the FCDO was formally notified of: the receipt of each referral; the decision not to investigate, where applicable; the opening of an investigation, where applicable. Whether the PHSO provided findings, recommendations, or learning points to Parliament and/or the FCDO in relation to any of these eight referrals, and the form of that communication (e.g. report, letter, summary). Complainant notification (process clarification) Insofar as any of the eight referrals reached a recorded outcome (including closure under “general discretion – no indication of maladministration” or completion of an investigation), please confirm whether complainants are routinely informed of the outcome of their case, including decisions not to investigate and closure or completion. I am not seeking the content of any correspondence or any personal data, only confirmation of whether notification forms part of the standard handling process for such outcomes. For clarity and to avoid further misunderstanding, I would be grateful if the above information could be provided in tabular form, with one row per referral and columns corresponding to the points above. As this information underpins figures published in a corrected statutory report to Parliament, it is necessary in order to understand and verify those figures. The request concerns anonymised case-handling metadata and process information. I would be grateful if you could provide the requested information immediately.
22/01/2026
This is a request for recorded information under the Freedom of Information Act 2000. I am seeking generic, national-level information about how the Parliamentary and Health Service Ombudsman (PHSO) handles complaints about HM Courts & Tribunals Service (HMCTS), in MCTS handling of complaints. I am not seeking information about any individual complaint or case. 1. Internal guidance and staff instructions Please provide copies of any current internal written guidance, policies, instructions, desk notes, process maps, training materials or similar documents that are used by PHSO staff and that: (a) explain how staff should handle, triage and assess complaints where the body complained about is HM Courts & Tribunals Service (HMCTS) or the Ministry of Justice; and/or (b) explain how staff should distinguish between complaints that are within PHSO’s remit (for example, administrative or service failings by HMCTS as a government agency) and complaints that are outside PHSO’s remit (for example, judicial decisions or matters reserved to the courts); and/or (c) make specific reference to complaints involving the “Probate Service” or the handling of probate-related administrative work within HMCTS. For each relevant document, please provide the most recent version that was in force at the date of this request. Where names or direct contact details of individual staff members appear, I am content for such personal data to be redacted; my interest is in the substance of the guidance. 2. Standard information given to complainants Please provide copies of any standard template letters, leaflets, guidance notes, or web-text (if not already publicly accessible) that PHSO currently uses to explain to members of the public: (a) what PHSO can and cannot do in relation to complaints about HMCTS or its services; and (b) any specific limitations that apply to complaints involving court or tribunal matters, including probate. If some of this information is already publicly available on your website, please either attach the relevant documents or provide direct links to the specific pages or documents. 3. Aggregated statistics on complaints about HMCTS For each of the last three complete financial years for which information is available, please provide any management information or statistics that PHSO already holds which show, in relation to complaints where the organisation complained about was HM Courts & Tribunals Service (HMCTS): (a) the total number of complaints received in the year about HMCTS; (b) the number of those complaints which were accepted for investigation by PHSO; and (c) the number of those complaints which were concluded in the year with outcomes of: - upheld; - partly upheld; and - not upheld / no maladministration found. If PHSO’s management information distinguishes complaints relating specifically to probate or the Probate Service within HMCTS, please provide the above figures separately for that category and state how that category is defined. If no such separate breakdown exists, please confirm this explicitly and provide the figures at the broader “HMCTS” level only. I am specifically requesting existing management information that PHSO holds for its own monitoring or reporting purposes. I am not asking you to create new analyses that are not already held in recorded form. General points If any part of this request is likely to exceed the appropriate cost limit, please identify which part so that I can consider narrowing or prioritising the scope. If you require any clarification of this request, please let me know using the email address from which this request is sent.
I refer to the following recently published statement by the Financial Ombudsman Service: “Over the last year we have seen an increase in the number of complaints that are referred to an ombudsman (21% up from 17% in 2024/25).” To better understand this data, I respectfully request the following information: 1. For the financial year 2024/25: o The number and percentage of complaints referred to an ombudsman at the request of the claimant/consumer. o The number and percentage of complaints referred to an ombudsman at the request of the respondent firm. o The total number of complaints eligible for referral to an ombudsman during this period. 2. For the financial year 2025/26 to date (i.e. the most recent figures available in 2026): o The number and percentage of complaints referred to an ombudsman at the request of the claimant/consumer. o The number and percentage of complaints referred to an ombudsman at the request of the respondent firm. o The total number of complaints eligible for referral to an ombudsman during this period. If the requested information is already held in a recorded format but presented differently (for example, broken down monthly or quarterly), I would be grateful if it could be provided in that format. If any part of this request exceeds the cost limit under section 12 of the Act, I would appreciate advice on how the request might be refined or narrowed to remain within scope.
20/01/2026
1. How many cases have you actually investigated within the NHS in the past twelve months. 2. How many cases by proportion are investigated to complaints received. 3. How many other asylum seekers have been helped to claim benefits they should not be entitled too. 4. How much compensation has been paid out by the injustice scale (1-3) no longer investigated. 5. How many recommendations have been made in the past twelve months to the NHS. 6. How many complaints in the past twelve months have been refused investigation as being deemed to serious enough.
19/01/2026
I am making a Freedom of Information request relating to Bedford Hospital. How many complaints have you received in the last 10 years about Bedford Hospital? What kind of complaints do you receive? Are any complaints about the complaints procedure and bad handling of complaints, lack of communication ? Any other data relating to complaints about Bedford Hospital? If this is available on the website, can you please send me a link where I can find it?
16/01/2026
I am writing to request the following information under the Freedom of Information Act: 1. Complaints Escalated to the PHSO • Please provide the total number of complaints the PHSO has received about adult autism and ADHD services provided by the following trusts: o South West Yorkshire Partnership NHS Foundation Trust (SWYPFT) o Bradford District Care NHS Foundation Trust (BDCFT) o Leeds Autism Service • For each trust, please specify the number of complaints where the complainant first raised their concerns with the trust/service itself, and subsequently escalated their complaint to the PHSO after being dissatisfied with the trust’s handling or outcome. • If available, please break this data down by year for the period May 2021 to the present. 2. Notes on Service Partnership • I am aware that SWYPFT and BANDS began a partnership in January 2023. 3. Complaint Outcomes • For the above, please provide information on the themes of complaints, and the outcomes (e.g. whether they were upheld, partially upheld, or dismissed). 4. PHSO Future Focus • SWYPFT’s public Trust Board papers dated 29 July 2025 state: “Moving forward to 2025/26, the PHSO have advised that they will be focusing on cases relating to ADHD/ASD services.” • Could you please confirm whether PHSO has adopted such a focus, and provide the reasoning or context for this decision? Thank you very much for your assistance.
13/01/2026
5 complaints to yourselves at the PHSO regarding Mickleover Medical Practice is high and appalling. Please advise of what each of these respective 5 complaints were in-line with the way you categorise complaints and also what actions were taken against Mickleover Medical Practice regarding these 5 complaints. Please advise of the way you categorise complaints?