This is an HTML version of an attachment to the Freedom of Information request 'Departments in Customer Care Team'.

Dear J Roberts

Thank you for your email dated 28 July 2015, in which you asked for the following clarification:

Please confirm that every single 'cut off call' is in fact a call from someone complaining about:

1. the service PHSO have provided;
2. the decision PHSO have made on a complaint; or 3. the service PHSO have provided and the decision PHSO have made on a complaint?

Please accept my apologies as my response to you on 24 July 2015 (our case reference: FDC 226955) regarding your information request about the wrap-up reason 'review' should have been clearer. The wrap-up reason 'review' is used by our customer service officers when calls are transferred to the Customer Care team, which is responsible for handling complaints about our service and decisions on complaints.

We have already explained to you when the wrap-up reason 'cut off call' is used (please see attached). I hope my reply is helpful.

Kind regards


Sohifa Kadir
FOI/DP Officer
Parliamentary and Health Service Ombudsman