Dear Parliamentary and Health Service Ombudsman,

Information required for the period 1 April 2015 -31 March 2016.

1. Please provide the number of complaints about casework decisions that were passed to the Corporate Casework Team to review.

2. Please provide the number of individuals to which the above complaints related.

3. Please provide (by month) the outcome of all reviews.

4. Please provide (by month) the number of cases the Corporate Casework Team decided not to review, and passed back to the Customer Care Team.

5. If your 'Customer Care Guidance 1.0' (version date 15/4/15) has been updated, please provide me with a copy of the latest.

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.

Brenda Prentice left an annotation ()

Thank you J. Roberts, I was just thinking about that my self. I'll look forward to the out come of this.

J Roberts left an annotation ()

Brenda,

I have also asked for information on the number of open decision complaints passed to the Corporate Casework Team to review - https://www.whatdotheyknow.com/request/n...

For anyone unfamiliar with how the PHSO operates please go here for valuable information:

http://phsothefacts.com/

foiofficer, Parliamentary and Health Service Ombudsman

Dear J Roberts

 

Your information request (FDN-253184)

 

I am writing in response to ten separate information requests which you
sent through to us between 1 and 26 April 2016.  Nine of these requests
asked for statistical information relating to PHSO casework and
complaints, while a further one asked for details of feedback provided on
PHSO’s service. 

 

These requests are:

 

o made by one person;
o for similar information; and
o received within a period of 60 working days.

 

As such, we are able to aggregate your requests for the purposes of [1]The
Freedom of Information and Data Protection (Appropriate Limit and Fees)
Regulations 2004.  As you may be aware, section 12 of the Freedom of
Information Act 2000 (FOIA) is an exemption which allows public
authorities to refuse requests where it is too costly to comply with
requests.  For PHSO, this limit is set at 18 hours or £450.  You can read
Information Commissioner Office (ICO) guidance on this exemption online
here:
[2]https://ico.org.uk/media/for-organisatio...

 

I can confirm that we do hold information relevant to your request but we
have estimated that it would take over 35 hours to extract it for you.  As
such, it is exempt in line with section 12 FOIA and we are not obliged to
comply with your requests.

 

We would be happy to consider a revised request from you with which we
could comply within the appropriate limit.  Before you submit a new
request to us, we would recommend reviewing the ICO guidance on how to
best frame a request so that a public authority is able to comply with it,
available online at:
[3]https://ico.org.uk/for-the-public/offici...

I hope that this information is helpful.  If you are unhappy with my
handling of your information request, it is open to you to request an
internal review.  Beyond that, you can complain to the ICO
([4]www.ico.org.uk).

 

Yours sincerely

 

 

Aimee Gasston

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

Please email the FOI/DP team at: [6][email address]

 

 

From: J Roberts [mailto:[FOI #325993 email]]
Sent: 02 April 2016 15:50
To: foiofficer
Subject: Freedom of Information request - Corporate Casework Team -
Decision Complaints

 

Dear Parliamentary and Health Service Ombudsman,

Information required for the period 1 April 2015 -31 March 2016.

1.  Please provide the number of complaints about casework decisions that
were passed to the Corporate Casework Team to review.

2.  Please provide the number of individuals to which the above complaints
related.

3.  Please provide (by month) the outcome of all reviews.

4.  Please provide (by month) the number of cases the Corporate Casework
Team decided not to review, and passed back to the Customer Care Team.

5.  If your 'Customer Care Guidance 1.0' (version date 15/4/15) has been
updated, please provide me with a copy of the latest.

Yours faithfully,

J Roberts

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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 'Corporate Casework Team - Decision Complaints'.

I do not believe that all of my requests constitute a linked series; you are therefore wrong to aggregate them for cost purposes.

The important statistical information I have requested covers a variety of distinct aspects of PHSO work. In fact, much of the information to which you refer is information you have previously provided to me, but for earlier periods.

Anyone reading this request for an internal review may wonder why you have decided not to provide information you once did, and possibly suspect you have something to hide. They may, of their own volition, seek to obtain the important statistical information you are now refusing to provide.

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

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.

Lant Mark, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts,

Please find enclosed a response to your request for a review on this matter.

Yours sincerely,

Mark Lant / Assistant Legal Adviser
Parliamentary and Health Service Ombudsman
Millbank Tower, 21-24 Millbank, London SW1P 4QP
E: [email address]
www.ombudsman.org.uk

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