Parliamentary and Health Service Ombudsman (PHSO)

Overview

The PHSO investigates complaints that government departments, agencies, and other UK public bodies, or NHS bodies in England, have not acted properly or fairly or have provided a poor service. It can recommend apologies, financial remedy, and service changes. Complaints about UK government bodies must be referred by an MP (parliamentary access route).

What it handles

• NHS complaints in England (after local NHS process complete)
• Complaints about UK government departments (via an MP)
• Complaints about HMRC, DWP, Home Office, and other central government

Deadlines

• Public body's final response → 12 months to complain

Process

1. Step 1: Complain to the organisation first

   PHSO expects you to complain to the organisation you're unhappy with first so it has a chance to put things right. For complaints about a UK government department or public organisation, PHSO can only look into it if a Member of Parliament refers the complaint (or, if you have no MP, the Chair of PACAC); NHS complaints in England do not need an MP referral.

2. Step 2: Initial checks

   PHSO does initial checks to confirm it can look into the organisation and issue being complained about, and that the complainant has already been through the organisation's own complaints process.

3. Step 3: Deciding whether to investigate

   PHSO looks more closely at the complaint to decide whether to investigate, considering factors such as whether there was a negative impact that hasn't been put right and whether the complaint was made within a year of the issue.

4. Step 4: Investigating the complaint

   If PHSO investigates, it gathers all the information it needs from the complainant and the organisation, may seek advice from clinical professionals, and then makes a final decision on whether to uphold the complaint.

Official sources