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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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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

Dear J Roberts

Your information request (FDN-237859)

I am writing further to your request of 17 October 2015 in which you asked
a number of questions.  I will respond to each of these questions in turn.

 1. I had understood that your previous information request (FDN-228941)
referred to an information request published as part of our
Publication Scheme (FDN-211284, available online at:
[1]www.ombudsman.org.uk/about-us/being-open-and-transparent/disclosure-log/2015/january/information-request-about-phso-security-breaches-in-the-last-12-months),
as was explained in my response.  This is the page which I asked to be
amended by our web editor as per the email in the first attachment. 
Please note that small redactions of third party personal data have
been made in line with section 40(2) of the Freedom of Information Act
2000 (FOIA).

The information on our website at the link you have provided above
([2]www.ombudsman.org.uk/about-us/who-we-are) was drawn from our 2013-14
annual report and refers solely to telephone calls. This is explained in a
footnote on page 10 of our 2014-15 annual report which is available online
at:
[3]www.ombudsman.org.uk/pdfs/publication-scheme/annual-reports-and-resource-accounts/annual-reports/FINAL_PHSO_Annual_Report_2014-15_SINGLE_PAGES_low_res.pdf

 2. Please find further correspondence attached in the second PDF
document. Again, small redactions have been made in line with section
40(2) FOIA.
 3. For information, please find this data attached.
 4. As previously explained, it is not possible to provide you with
information on the number of people who contact us within a year. 
This is because we are not always sure of the identity of the
individual contacting us.  However, we can provide information on the
number of times we are contacted and the number of complaints made and
we have already given you this information (please see the third
document attached). 

You might also find our most recent [4]annual report useful, as it
explains the number of ‘cases’ that are brought to us each year, as
well as the total number of complaints (see page 10 onwards).
 5. As explained above, this information has already been provided to
you.  Section 14(1) FOIA means that public authorities are not obliged
to respond to repeated requests which have already been complied with.
 6. You also asked whether ‘the figure of 84,081 includes telephone calls
made to the wrong number’.  This is not information which is
specifically recorded so I am afraid I am unable to provide you with a
response to this question. 

I hope that this information is helpful.

Yours sincerely

Aimee Gasston

Freedom of Information / Data Protection Officer

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 #297318 email]]
Sent: 17 October 2015 13:09
To: foiofficer
Subject: Freedom of Information request - 'Last year over 40,000 people
contacted us' claim still on website

Dear Parliamentary and Health Service Ombudsman,

In a response dated 17 august 2015 you wrote:

'This should have read we were contacted more than 40,000 times.  As you
can see from the figures I am providing to you though, the figure was in
fact much higher than this.  I have asked for the response on our website
to be amended in the light of this and would like to apologise for any
inconvenience which this may have caused.'

[7]https://www.whatdotheyknow.com/request/n...

Your website still includes the information:

'Last year over 40,000 people contacted us'.  Here is the link:

[8]http://www.ombudsman.org.uk/about-us/who...

1. Please provide a copy of any information in which 'you have asked for
the response on our website to be amended'.

2. Please provide a copy of any information created as a consequence of
the action you said  you would take to have the information on your
website amended. 

3. You have previously provided me with the total number of contacts you
received in 2013/14 (84,081) and the total number of individuals who made
a complaint during the same period (24,659)

[9]https://www.whatdotheyknow.com/request/2...

4. Please provide the number of people who contacted you in 2013/14 and in
2014/15.

5.  Please provide the total number of contacts you had in 2014/15. 

Yours faithfully,

J Roberts

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Please use this email address for all replies to this request:
[10][FOI #297318 email]

Is [11][Parliamentary and Health Service Ombudsman request email] the wrong address for Freedom of
Information requests to Parliamentary and Health Service Ombudsman? If so,
please contact us using this form:
[12]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
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If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

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