complaints against government departments overseen by PHSO 2018/19

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

Can you please tell me the number of:
1.complaints against government departments for 2018/19

2. the number of upheld complaints against government departments for 2018/19

3. and the number of not upheld complaints against government departments for 2018/2019

Thank you

Liz Perloff

Dear Parliamentary and Health Service Ombudsman,

I would like to add the following amendment to my FOI request?

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.

Yours faithfully,

liz perloff

J Roberts left an annotation ()

You might be interested in pages 73 and 74 of the most recent DWP annual report:

https://assets.publishing.service.gov.uk...

“In 2017-18, PHSO assessed 169 cases about DWP organisations, accepted 40 complaints for investigation and considered 96 complaints (24% of the total complaints investigated about government departments). The issue that saw the biggest increase in complaints made to PHSO in 2017-18 related to enforcement (either taken inappropriately or a lack of action).”

Statistical information on total number complaints here (not what you are looking for, I know, but if you haven't already seen it it may interest you):

https://phsothetruestory.files.wordpress...

InformationRights, Parliamentary and Health Service Ombudsman

Dear Ms Perloff

 

Our reference: R0001103
Your request for information

 

Thank you for your email of 27 January 2020, via www.whatdotheyknow.com,
in which you requested information from the Parliamentary and Health
Service Ombudsman. Your request has been handled in accordance with the
Freedom of Information Act 2000.

 

Your request:

 

“Can you please tell me the number of:

 

1.complaints against government departments for 2018/19

 

2.  the number of upheld complaints against government departments for
2018/19

 

3. and the number of not upheld complaints against government departments
for 2018/2019”

 

Our response:

 

Here are the relevant figures for each of the items you’ve requested:

 

1.       There were 5,744 Parliamentary complaints received in 2018/19

 

2.       There were 38 Parliamentary cases upheld or partly upheld at
investigation in 2018/19 (3 upheld, 35 partly upheld)

 

3.       There were 52 Parliamentary cases not upheld at investigation in
2018/19.

 

You may also wish to refer to the following page of our website, which has
information on what may happen to complaints we decide not to investigate:

 

[1]https://www.ombudsman.org.uk/making-comp...

 

We hope that this information is useful.

 

If you believe we have made an error in the way we have processed your
information request, it is open to you to request an internal review. You
can do this by writing to us by post or by email to
[2][PHSO 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 ([3]www.ico.org.uk).

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [4][PHSO request email]

W: [5]www.ombudsman.org.uk

 

References

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2. mailto:[PHSO request email]
3. http://www.ico.org.uk/
4. mailto:[PHSO request email]
5. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

J Roberts left an annotation ()

Does the disclosed information reveal that of the 5,744 parliamentary complaints received only 90 were investigated (1.6%)?

The figure of 3 fully upheld complaints seems very low (0.05%), or about 1 in every 2,000.

A lot of partly upheld complaints often leave complainants feeling disappointed e.g. a delay in responding to something or some other minor matter.

phsothefacts Pressure Group left an annotation ()

To uphold just 38 cases from a total of 5,744 submitted gives an uphold rate of just 0.6%. In other words 99.4% of the people who took the trouble to make a complaint about a parliamentary body did so without any just cause. Remarkable. Why would so many people waste their time on nonsense complaints?

No wonder PHSO has been sitting on this data since last year. https://www.whatdotheyknow.com/request/c...

J Roberts left an annotation ()

"To uphold just 38 cases from a total of 5,744 submitted gives an uphold rate of just 0.6%. In other words 99.4% of the people who took the trouble to make a complaint about a parliamentary body did so without any just cause. Remarkable. Why would so many people waste their time on nonsense complaints?"

The figures are striking, and for anyone thinking of using the PHSO they must be very disheartening.

One caveat I have relates to the distinction between 'complainants' and 'complaints'. A smaller number of complainants may have made the highter number of complaints. Not that this will hearten any potential user of the PHSO! My point is that the number of complainants who achieved an 'upheld' outcome (fully or partly) may be lower than the upheld figure of 38. This could mean that the 3 complaints fully upheld relate to only one complainant.

phsothefacts Pressure Group left an annotation ()

This could be true J Roberts. The stats released by PHSO rarely tell the whole story. We have reduced uphold rates at the same time that many have complained about the DWP (WASPI) and Home Office (Windrush) and many parents no doubt making direct complaints to Do E about poor SEND arrangements for their children. Will be interesting to see the full report when they finally decide to release it. Open, transparent, forward facing my ****

J Roberts left an annotation ()

Complaint figures for 2019/20 broken down into (i) health and (ii) parliamentary:

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

Table:

https://www.whatdotheyknow.com/request/6...

Parliamentary complaints for 2018/19:

3 upheld and 35 partly upheld (38)

Parliamentary complaints for 2019/20:

11 upheld and 35 partly upheld (46)

J Roberts left an annotation ()

Dr Bruce Newsome shoots to bits PHSO figures in his latest hard-hitting article entitled: 'letting another quango mislead parliament?'

https://thecritic.co.uk/why-is-the-gover...

'The PHSO investigated 30.6 percent fewer cases in 2019-2020 compared to the preceding year, even though enquiries fell by 7.4 percent. Yet, the PHSO misreported 13 percent more enquiries, as recently as August this year.'

'The PHSO refused to quantify the reduction of demand in the final six months. The PHSO’s communications with me on these issues were confusing. Its first excuse was that the person responsible for that part of the report separated from the PHSO. Another excuse was that the National Audit Office hadn’t asked for clarification or correction of that part of the report. In the end, it went back to its claim that because its metrics changed in November 2019 it could not be expected to quantify the subsequent fall in demand .'