17 Complaints passed to Corporate Casework Team to review

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

In a response to phsothefacts you wrote:

“However, of the complaints about PHSO received by the Customer Care Team between November 2014 and March 2015, 17 complaints about casework decisions were passed to the Corporate Casework Team to review.”

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

In your document entitled 'Customer Care Guidance 1.0' (version date 15/4/15) the following is stated:

“24. The review request form should be completed and submitted to the Customer Care Manager, who will decide whether to pass this to OCWT for a review."

https://www.whatdotheyknow.com/request/2...

1. Please provide the date on which the Corporate Casework Team took over the review role of the Ombudsman’s Casework Team (OCWT). Please provide the job description of each member of both teams.

Customer Care Guidance (25) explains how the OCWT deals with a request from the Customer Care Manager to review a decision on a complaint:

https://www.whatdotheyknow.com/request/2...

2. Of the 17 complaints about casework decisions between November 2014 and March 2015 that were passed to the Corporate Casework Team to review, how many were not reviewed and passed back to the Customer Care Team.

3. From how many cases did the 17 complaints derive?

Yours faithfully,

J Roberts

foiofficer@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


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D. Speers left an annotation ()

Interesting!....thank you for asking J. Roberts

Dear Parliamentary and Health Service Ombudsman,

I forgot to include one important part to my request:

4. Please provide the number of individuals about whom the 17 complaints relate.

Sincere apologies for any inconvenience caused.

Yours faithfully,

J Roberts

foiofficer@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


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

Fiona Watts left an annotation ()

J. Roberts this is an excellent FOI.

Inspired;
https://www.whatdotheyknow.com/request/w...

Many thanks for the spotlight you bring to our concerns.

FionaWatts@magnacarta300

Jt Oakley left an annotation ()

It maybe that the same person..who causes much negative comment among complainants... Is responsible,

foiofficer, Parliamentary and Health Service Ombudsman

2 Attachments

Dear J Roberts

 

Your information request (FDN-244760)

 

I am writing further to your email of 5 January 2016 in which you asked a
number of questions.  I will respond to each part of your request in turn.

 

     1. Please provide the date on which the Corporate Casework Team
     took over the review role of the Ombudsmans Casework Team (OCWT).
     Please provide the job description of each member of both teams.

 

I can confirm that the Corporate Casework team was established on 5
January 2015.  The structure of this team is detailed in our
organisational chart and available on our website from this page:
[1]www.ombudsman.org.uk/about-us/being-open-and-transparent/our-publication-scheme/who-we-are-and-what-we-do 
I have also included this at attachment A.

 

At attachment B, please find the job descriptions you have requested.  The
first three job descriptions relate to the Ombudsman’s Casework Team as it
was, while the remainder relate to the team in its current formation.

 

When the Corporate Casework Team was established, the Head of Ombudsman’s
Casework Team role was introduced, as well as the Casework Reviewer roles
(referred to as ‘Caseworker’ on the organisational chart), the
Investigation Manager role and the Business Support Officer role.  The
Assistant Casework Manager roles existed in the old structure, as did the
Executive Assistant role.  If you require any further information, please
let us know.

 

     2. Of the 17 complaints about casework decisions between November
     2014 and March 2015 that were passed to the Corporate Casework Team
     to review, how many were not reviewed and passed back to the
     Customer Care Team.

Two of these cases have been destroyed and we no longer hold information
relating to them.  In one of these cases, a review is still underway, and
in nine others, a review has been concluded.  This leaves five cases in
which a review was not carried out. 

 

The cases that were not reviewed had involvement from the Corporate
Casework Team which did not result in a review, or were passed on for
another assessment or investigation rather than doing a review.

     3. From how many cases did the 17 complaints derive?

 

Two of the complaints related to the same case – the others all related to
different complaints.

 

I hope that this information is helpful.

 

Yours sincerely

 

Aimee Gasston

Freedom of Information / Data Protection Officer

Parliamentary and Health Service Ombudsman

W: [2]www.ombudsman.org.uk

 

Please email the FOI/DP team at: [3][email address]

 

 

From: J Roberts [mailto:[FOI #309174 email]]
Sent: 05 January 2016 14:56
To: foiofficer
Subject: Freedom of Information request - 17 Complaints passed to
Corporate Casework Team to review

 

     Dear Parliamentary and Health Service Ombudsman,
    
     In a response to phsothefacts you wrote:
    
     However, of the complaints about PHSO received by the Customer
     Care Team between November 2014 and March 2015, 17 complaints about
     casework decisions were passed to the Corporate Casework Team to
     review.
    
    
[4]https://www.whatdotheyknow.com/request/t...
    
     In your document entitled 'Customer Care Guidance 1.0' (version
     date 15/4/15) the following is stated:
    
     24. The review request form should be completed and submitted to
     the Customer Care Manager, who will decide whether to pass this to
     OCWT for a review."
    
    
[5]https://www.whatdotheyknow.com/request/2...
    
     1. Please provide the date on which the Corporate Casework Team
     took over the review role of the Ombudsmans Casework Team (OCWT).
     Please provide the job description of each member of both teams.
    
     Customer Care Guidance (25) explains how the OCWT deals with a
     request from the Customer Care Manager to review a decision on a
     complaint:
    
    
[6]https://www.whatdotheyknow.com/request/2...
    
     2. Of the 17 complaints about casework decisions between November
     2014 and March 2015 that were passed to the Corporate Casework Team
     to review, how many were not reviewed and passed back to the
     Customer Care Team.
    
     3. From how many cases did the 17 complaints derive?
    
     Yours faithfully,
    
     J Roberts
    
     -------------------------------------------------------------------
    
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