Thank you for your e-mail to the Parliamentary and Health Service
Ombudsman. This return e-mail shows that we have received your
correspondence.

dangos adrannau a ddyfynnir

All email communications with PHSO pass through the Government Secure
Intranet, and may be automatically logged, monitored and/or recorded for
legal purposes.
The MessageLabs Anti Virus Service is the first managed service to achieve
the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK
Government quality mark initiative for information security products and
services. For more information about this please visit www.cctmark.gov.uk

Dear J. Roberts

Your information request (FDN-194015)

I am writing further to your email of 16 June 2014, in which you asked
about the closure codes that are used when a complaint has been resolved
on our case management system, VisualFiles.

First of all, please find attached a list of closure codes and those
amendments made to the codes of which we hold a record.  I should explain
that we do not hold precise records of when changes to codes were made to
VisualFiles.  What we do hold are details of when those codes were listed
in Casework Policy and Guidance and amendments that were made to that
guidance subsequently.  The changes to Casework Policy and Guidance and
VisualFiles will have been close together but, for example, if a code was
taken out of the guidance on 30 March, the VisualFiles change may actually
have occurred on 1 April.

Secondly, please find attached a spreadsheet which details the closure
codes that have been used for the last three years.  You will see that
there was one case which was closed in 2012/13 as ‘no probability of
worthwhile outcome’, after this closure code had stopped being used.  This
was a complicated complaint, on which we made a decision in March 2011 -
this explains why that closure code was used.  However, because the
caseworker needed to meet with the complainant to explain that decision,
there was a slight delay in closing the case on our casework management
system.

I hope that this information is helpful.

Yours sincerely

Aimee Gasston

Freedom of Information / Data Protection Officer

Parliamentary and Health Service Ombudsman

W: [1]www.ombudsman.org.uk

Please email the FOI/DP team at: [2][email address]

dangos adrannau a ddyfynnir

All email communications with PHSO pass through the Government Secure
Intranet, and may be automatically logged, monitored and/or recorded for
legal purposes.
The MessageLabs Anti Virus Service is the first managed service to achieve
the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK
Government quality mark initiative for information security products and
services. For more information about this please visit www.cctmark.gov.uk

References

Visible links
1. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
2. mailto:[email address]