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

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Dear J Roberts

Your information request FDN-240645

I write in response to your email of 16 November 2015 in which you request
information regarding reviews of our decisions. I have answered your
questions in turn below.

1.       Please find a monthly breakdown of the reviewed decisions in
2014/15 in the PDF attached (page 1). Please note that the total figure is
389 because 3 reviews were withdrawn by the complainants before the review
was concluded.

2.       As you will see from the information attached we classify review
decisions as upheld, not upheld or partially upheld. A partially upheld
review is where we uphold some but not all of the original grounds for
review.

3.       Please find a monthly breakdown of the total number of formal
complaints about our service attached (page 2).

4.       We classify review decisions about complaints regarding our
service as upheld either because of an error in our decision or because of
service failure, not upheld or partially upheld.

I hope the information is helpful. If you are unhappy with my handling of
your information request you can ask for an internal review by email at
[1][email address]. Further to that you may complain to the
Information Commissioner’s Office. Their contact details can be found at
[2]www.ico.org.uk  

Yours sincerely,

Rebyn Buleti

FOI/DP team

Parliamentary and Health Service Ombudsman

show quoted sections

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

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1. mailto:[email address]
2. http://www.ico.org.uk/


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

Dear J Roberts,

Could you please clarify what you mean in question 2. What specific information are you seeking when you ask for "information on the nature of" the 4 upheld service complaints.

Yours sincerely,

Rebyn Buleti

FOI/DP Team
Parliamentary and Health Service Ombudsman

FDN-245625

Dear J Roberts,

I write in response to your request of 19 January 2016 in which you asked
the following:

“Dear foiofficer,

     Apologies for the delay in responding, but I am puzzled by some of

     the information you provided. The first table is headed:

     'Monthly breakdown of review decisions 2014/15'

     It reveals that for the whole year the number of complaints 'Upheld

     because of service failure' was 4.

     The second table is headed:

     'Monthly breakdown of formal complaints about our service 2014/15'

     It reveals that for the whole year the number of complaints '

     Upheld because of service failure' was 24.

     1. Please provide information that explains the difference between

     'Upheld because of service failure' in the first table with 'Upheld

     because of service failure' in the second table.

     2. Please also provide information on the nature of the 4 upheld

     service failure complaints in the first table.

     Yours sincerely,

     J Roberts”

Unfortunately in my last response to you (FDN-240645) I provided you with
incorrect information regarding complaints about our service. I am sorry
for any confusion this has caused. I will explain the error and provide
you with the correct information.

In my last response I provided information in relation to 4 of your
questions. For clarity, the information I provided in response to
questions 1 and 2 is correct and remains unchanged. However, the
information I provided in response to questions 3 and 4 was incorrect.
Regarding the response to question 3 (page 2 of the PDF attachment on
FDN-240645) I accidentally provided data on the outcome of the
enquiry/investigation/review rather than the outcome of the service
complaint. Please see attached for the correct data. The information in
relation to question 4 should read that in 2014/15 we classified decisions
about service complaints as either upheld, not upheld and partially
upheld. We currently only classify decisions about service complaints as
either upheld or not upheld. All service complaints are now dealt with by
the Customer Care Team.

You have asked for information on the nature of the 4 upheld service
failure complaints in the first table. This information relates to the
upheld reviews because of service failure (page 1 of the PDF attachment on
FDN-240645). On 9 February 2016 I asked you to clarify what you meant by
the “nature” of the complaints. I did not receive a reply but am able to
tell you that the upheld reviews in September 2014 and March 2015 were
health complaints. Of the 2 upheld reviews in October 2014 1 was a health
complaint and 1 was a parliamentary complaint. I hope this answers your
question.

I hope my explanation has been helpful and I apologise again for the
incorrect information I sent to you in my last response. If anything is
unclear please do not hesitate to get in touch.

If you are unhappy with my handling of your information request you can
ask for an internal review by email at [1][email address].
Further to that you may complain to the Information Commissioner’s Office.
Their contact details can be found at [2]www.ico.org.uk. 

Yours sincerely

Rebyn Buleti

FOI/DP team

Parliamentary and Health Service Ombudsman

References

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