2016/17 Annual Report and complaints about yourselves

Waiting for an internal review by Parliamentary and Health Service Ombudsman of their handling of this request.

Dear Parliamentary and Health Service Ombudsman,

I see you have published your Annual Report for 2016/17:

https://www.ombudsman.org.uk/sites/defau...

"In the business year 2016-17, we handled 676 formal complaints about our service, compared to 593 in the previous year. We upheld 394 of the formal service complaints we looked at and took action to put things right. This could include an apology or an explanation, or if someone complains about having waited too long, prioritising action." P16

1. Please provide recorded statistical information on the 676 formal service complaints you handled. Specify the categories of complaint (eg delay, missing post, poor call handling) and provide accompanying figures.

2. Of the 394 formal service complaints upheld, please specify how many relate to the single member of staff who received the most complaints.

"During 2016-17, six internal audit reviews were considered by the Audit and Risk Assurance Committee. There was additionally an advisory audit on review processes and complaints about us." P 44

3. Please provide a copy of the advisory audit on review processes and complaints.

In the business year 2015/16 you received 1,969 requests for review (a figure which excluded complaints about your service, post review correspondence and longstanding complaints). I have not seen a comparable figure in you Annual Report for 2016/17.

4. Please provide the number of requests for review you received in the business year 2016/16 (excluding complaints about your service, post review correspondence and longstanding complaints).

Yours faithfully,

D Moore

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


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Dear Parliamentary and Health Service Ombudsman,

The fourth part of my request should read:

4. Please provide the number of requests for review you received in the business year 2016/17 (excluding complaints about your service, post review correspondence and longstanding complaints).

Yours faithfully,

D. Moore

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


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InformationRights, Parliamentary and Health Service Ombudsman

Dear Mr Moore,

 

Thank you for your email of 28 July 2017 requesting information under the
Freedom of Information Act 1998 (FOIA).   I apologise for the delay in
responding. Your exact request was:

 

“1. Please provide recorded statistical information on the 676 formal
service complaints you handled.  Specify the categories of complaint (eg
delay, missing post, poor call handling) and provide accompanying figures.

2.  Of the 394 formal service complaints upheld, please specify how many
relate to the single member of staff who received the most complaints. 

""During 2016-17, six internal audit reviews were considered by the Audit
and Risk Assurance Committee. There was additionally an advisory audit on
review processes and complaints about us."" P 44

3.  Please provide a copy of the advisory audit on review processes and
complaints.

In the business year 2015/16 you received 1,969 requests for review (a
figure which excluded complaints about your service, post review
correspondence and longstanding complaints).  I have not seen a comparable
figure in you Annual Report for 2016/17. 

4.  Please provide the number of requests for review you received in the
business year 2016/17 (excluding complaints about your service, post
review correspondence and longstanding complaints). "

 

The Parliamentary and Health Service Ombudsman (PHSO) does not hold
recorded information in the format requested.

 

As you know, in 2016-17 we received a total of 3,426 complaints; 676
formal service complaints and 394 of these were upheld but we do not hold
information relating to the theme/caseworker data requested.

 

To provide you with the requested information, we would need to review the
entire 3,426 complaints received in 2016-17 and extract the information
requested. We estimate that to carry out a manual search would take us
over the appropriate limit of 2.5 working days. The appropriate limit for
the cost of complying with a Freedom of Information request is set out at
section 3 of the Freedom of Information and Data Protection (Appropriate
Limit and Fees) Regulations 2004, and for the PHSO the amount is £450 (18
hours x £25). Therefore I have refused your request in line with section
12(1) of the Freedom of Information Act 2000.

 

If you are unhappy with the way I have handled your information request it
is open to you to request an internal review.  You can do this by sending
an email to [1][Parliamentary and Health Service Ombudsman request email].  You will need to
specify what the nature of the issue is and we can consider the matter
further.  Beyond that, it is open to you to complain to the Information
Commissioner’s Office ([2]www.ico.org.uk).

 

Yours sincerely,

 

 

 

Sarah Otto

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

E: [Parliamentary and Health Service Ombudsman request email]

W: [3]www.ombudsman.org.uk

 

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References

Visible links
1. mailto:[Parliamentary and Health Service Ombudsman request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

Dear Parliamentary and Health Service Ombudsman,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request '2016/17 Annual Report and complaints about yourselves'.

You have not provided me with any section 16 FOIA advice and assistance on how my request could be refined or modified so that it might fall within cost limits.

In response to part 4 of my request:

"4.  Please provide the number of requests for review you received in the business year 2016/17 (excluding complaints about your service, post review correspondence and longstanding complaints)."

You wrote:

"The Parliamentary and Health Service Ombudsman (PHSO) does not hold recorded information in the format requested."

In response to an FOI request from another requester you disclosed:

"I can confirm in the business year 2015/16 we received 1969 requests for review (to be clear this figure excludes complaints about our service, post review correspondence and longstanding complaints)."

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

It is not apparent to me why you are unable to provide the information given that you have previously provided similar information.

In response to part 3 of my request:

"During 2016-17, six internal audit reviews were considered by the Audit and Risk Assurance Committee. There was additionally an advisory audit on review processes and complaints about us. P 44

3.  Please provide a copy of the advisory audit on review processes and complaints."

You did not provide a copy of the advisory audit. In response, you merely copied what I wrote. You added nothing. You didn't even tell me why I couldn't have a copy.

To assist me narrow part 2 of my request:

"2.  Of the 394 formal service complaints upheld, please specify how many relate to the single member of staff who received the most complaints."

Please provide details on how a manual search would be conducted to ascertain the information I have requested. Is it possible to conduct a manual search alphabetically? Could a search be conducted, for example, of, say, officers surnames beginning with the letters A,B,C and D?

Where information on formal service complaints is held on computer, please provide relevant blank screenshots showing all possible fields available to officers to record information related to formal service complaints.

Don't hesitate to get in touch if you need anything clarified.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/2...

Yours faithfully,

D. Moore

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


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