Complaint about PHSO

liz perloff made this Rhyddid Gwybodaeth request to Parliamentary and Health Service Ombudsman

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Roedd y cais yn llwyddiannus.

Dear Parliamentary and Health Service Ombudsman,

as is my right under the FOI Act, i request the following information.

1. How many complaints were from user of PHSO about the service metered out to them by PHSO in 2017?

2. How many complaints were from user of PHSO about the service metered out to them by PHSO in 2018?

3. How many complaints were from user of PHSO about the service metered out to them by PHSO in 2019?

Of the 2017 complaints, what number were based on a failure to provide reasonable adjustments under the Equalities Act 2010?

Of the 2018 complaints, what number were based on a failure to abide by the PHSO service user charter?

Of the 2018 complaints, what number were based on a failure to provide reasonable adjustments under the Equalities Act 2010?

Of the 2018 complaints, what number were based on a failure to abide by the PHSO service user charter?

Of the 2019 complaints, what number were based on a failure to provide reasonable adjustments under the Equalities Act 2010?

Of the 2019 complaints, what number were based on a failure to abide by the PHSO service user charter?

If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the Act, you are required to advise and assist requesters.

If any of this information is already in the public domain, please can you direct me to it, with page references and URLs if necessary.

If the release of any of this information is prohibited on the grounds of breach of confidence, I ask that you supply me with copies of the confidentiality agreement and remind you that information should not be treated as confidential if such an agreement has not been signed.

I understand that you are required to respond to my request within one calendar month after you receive this letter. I would be grateful if you could confirm in writing that you have received this request.

Yours faithfully,

liz perloff

InformationRights, Parliamentary and Health Service Ombudsman

Thank you for contacting the Parliamentary and Health Service Ombudsman’s
(PHSO) Freedom of Information and Data Protection Team. This is to confirm
we have received your request. If you have made a request for information
under the Freedom of Information Act 2000 or Environment Information
Regulations 2004, we will respond to your request within 20 working days
in accordance with the statutory time frames set out in both Acts. If you
have made a request for personal information held by the PHSO, your
request will be processed as a Subject Access Request under the provisions
of the Data Protection Act 2018 and will be responded to within one
calendar month in accordance with the statutory time frame set out in the
Act. We may contact you before this time if we require further
clarification or if we need to extend the time required to complete your
request. For Subject Access Requests, we will send any personal
information via secure email, unless you instruct us differently. To
access the information on the email we send, you will need to sign up to
our secure email service. Details can be found on our website using the
link below:
https://www.ombudsman.org.uk/about-us/co...
If you require us to post your personal information to you instead you
will need to inform us of this and confirm your current address as soon as
possible. Angharad Jackson Data Protection Officer & Assistant Director
Information Assurance Office of the Parliamentary and Health Service
Ombudsman PHSO CityGate 47-51 Mosley Street Manchester M2 3HQ
[email address]

InformationRights, Parliamentary and Health Service Ombudsman

2 Atodiad

Dear Liz Perloff,

 

RE: Your information request FOI114

 

Thank you for your email of 18 December 2020 in which you have requested
information from the Parliamentary and Health Service Ombudsman (PHSO).
Your request has been processed in accordance with the Freedom of
Information Act 2000 (FOIA). Please accept our apologies for the delay in
our response.

 

You have requested the following information

 

‘1. How many complaints were from user of PHSO about the service metered
out to them by PHSO in 2017?

 

2. How many complaints were from user of PHSO about the service metered
out to them by PHSO in 2018?

 

3. How many complaints were from user of PHSO about the service metered
out to them by PHSO in 2019?

 

Of the 2017 complaints, what number were based on a failure to provide
reasonable adjustments under the Equalities Act 2010?

 

Of the 2018 complaints, what number were based on a failure to abide by
the PHSO service user charter?

 

Of the 2018 complaints, what number were based on a failure to provide
reasonable adjustments under the Equalities Act 2010?

 

Of the 2018 complaints, what number were based on a failure to abide by
the PHSO service user charter?

 

Of the 2019 complaints, what number were based on a failure to provide
reasonable adjustments under the Equalities Act 2010?

 

Of the 2019 complaints, what number were based on a failure to abide by
the PHSO service user charter?’

 

Response

 

We can confirm PHSO partially holds the information you have requested.

 

In response to questions 1,2 and 3, we have interpreted this as a request
for information on how many complaints PHSO received about its service.
Please see the attached table which includes the year on year figures for
service complaints received by PHSO for the periods 2017/18, 2018/19 and
2019/20.

 

In response to your questions ‘what number were based on a failure to
provide reasonable adjustments under the Equalities Act 2010’, included in
the same attached table ‘PHSO Service Complaints’ we have included a
column to show the number of service complaints received, where the
primary service compliant reason listed was “Claim of discrimination or
lack of reasonable adjustments".

 

In response to your questions about how many complaints about PHSO’s
service were ‘based on a failure to abide by the PHSO service user
charter’. We are not able to conduct a search of our systems for service
complaints that would directly correspond to the phrasing used in your
request. We can however provide a list of the service complaint reasons,
listed against the service complaints received by PHSO during periods
2017/18, 2018/19 and 2019/20.

 

We hope you have found this information helpful. If you believe we have
made an error in the way we have processed your information request, you
can request an internal review. To do this please email
[1][PHSO request email] and included details of your
concerns so we can consider them further.

 

If you remain dissatisfied following the outcome of the internal review,
you would have the option to complain directly to the Information
Commissioner’s Office. Details of how to do this can be found on their
website [2]www.ico.org.uk.

 

Yours sincerely,

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [3][PHSO request email]

W: [4]www.ombudsman.org.uk

 

References

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1. mailto:[PHSO request email]
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3. mailto:[PHSO request email]
4. http://www.ombudsman.org.uk/
https://urldefense.proofpoint.com/v2/url...

Gadawodd J Roberts anodiad ()

The figures are striking - a fall of 88% in two years. I have made a related request:

https://www.whatdotheyknow.com/request/g...

Gadawodd liz perloff anodiad ()

isn’t the exemplary PHSO having a great year. An 13% increase in demand for their services and a huge fall in the number of complaints about the service received!

oh wait, even the 2020 Parliamentary Scrutiny Committee stated that their was no evidence to support the 13% increased demand. So it would be fair to question the accuracy that less people are complaining about the service they received from PHSO.

ps, the continued failure year in and year out to provide the legal requirement under the reasonable adjustment Regulation of the Equalities Act 2010 to people with disabilities is staggering ...