Dear Parliamentary and Health Service Ombudsman,

Please provide information regarding the following:

1. Procedure for making a complaint against PHSO staff (which could include dissatisfaction about their conduct, impartiality, or decision making skills).

2. Procedure for making a complaint about an investigation procedure (specifically the procedures involved in the investigation, NOT regarding the outcome or final decision).

3. Time limitation for making a complaint against PHSO staff (as in 1.)

4. Time limitation for making a complaint about an investigation procedure (as in 2.)

Yours faithfully,

cathy dunne

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Cathy Dunn,

 

Re: Your Information Request - FDN-275042

 

Thank you for your email of 5 February 2018. I am writing to acknowledge
receipt of your request for information held by the Parliamentary and
Health Service Ombudsman (PHSO).

 

In accordance with the statutory timeframe set out in the Freedom of
Information Act 2000, a response will be sent to you by 5 March 2018. This
is 20 working days from the date of your initial request to us.

 

You have requested the following information:

 

‘Please provide information regarding the following:

 

1.    Procedure for making a  complaint against PHSO staff (which could
include dissatisfaction about their conduct, impartiality, or decision
making skills).

 

2.    Procedure for making a complaint about an investigation procedure
(specifically the procedures involved in the investigation, NOT regarding
the outcome or final decision).

 

3.    Time limitation for making a complaint against PHSO staff (as in 1.)

 

4.    Time limitation for making a complaint about an investigation
procedure (as in 2.)’

 

If you have any questions about your information request in the meantime
please do not hesitate to contact us at
[1][Parliamentary and Health Service Ombudsman request email] Please remember to quote the above
reference.

 

Yours sincerely,

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [2][Parliamentary and Health Service Ombudsman request email]

W: [3]www.ombudsman.org.uk

 

Follow us on

[4]fb  [5]twitter  [6]linkedin

 

Our Service Charter explains how we work
[7]Click here to find out more

 

Watch our short animation to find out how we deal with complaints

 

 

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http://www.ombudsman.org.uk/
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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Cathy Dunne,

 

Re: Your Information Request – FDN-275042

 

Thank you for your email of 5 February 2018 in which you requested
information held by the Parliamentary and Health Service Ombudsman (PHSO).
Your request has been processed in accordance with the Freedom of
Information Act 2000.

 

You requested the following information:

 

‘Please provide information regarding the following:

 

 1. Procedure for making a complaint against PHSO staff (which could
include dissatisfaction about their conduct, impartiality, or decision
making skills).

 

 2. Procedure for making a complaint about an investigation procedure
(specifically the procedures involved in the investigation, NOT
regarding the outcome or final decision).

 

 3. Time limitation for making a complaint against PHSO staff (as in 1.)

 

 4. Time limitation for making a complaint about an investigation
procedure (as in 2.)’

 

We can confirm that the information you have requested is available on the
PHSO website and below we have provided links to the relevant information:

 

In response to questions one and two –

 

If someone wishes to make a complaint about the service they have received
from a member of PHSO staff or they are unhappy about the way in which
their complaint has been handled during the investigation. They can make a
service complaint to either the Customer Care Team or the member of staffs
Line Manager, depending on when the service complaint is made.

 

The PHSO Service Model Guidance for the Customer Care Team gives
information about the role of the team and the process and procedure
followed when considering a complaint about our service or decision.

 

[1]https://www.ombudsman.org.uk/sites/defau...

 

Please note the Customer Care Guidance is currently under review and there
will be new guidance published over the next few months. 

 

Further information about making a service complaint can also be found on
the PHSO website by going to the following link. Here you can also access
our online feedback and service complaint forms
-[3]https://www.ombudsman.org.uk/about-us/fe...

 

If you need any further assistance or advice regarding a service complaint
you can also contact our Customer Care Team directly at
[4][email address] or by calling the Customer Care
Helpline on 0345 015 4033 (option 3).

 

In response to questions three and four –

 

There is not a set time frame for making a complaint about our service or
handling of an investigation. However, we ask that people tell us as soon
as possible, if they have a complaint about our service or decision. This
is because we only keep information about a complaint for 12 months after
we have given a decision, after this time we may not be able to consider
fully a complaint about our decision or service.

 

We hope you have found this email helpful. If you believe we have made an
error in the way we have processed your information request, you can
request an internal review. To do this please email
[5][Parliamentary and Health Service Ombudsman request email] and include details of your concerns
so we can consider them further.

 

If you remain dissatisfied following the outcome of the internal review,
you would have the option to complain directly to the Information
Commissioner’s Office. Details of how to do this can be found on their
website [6]www.ico.org.uk.

 

Yours sincerely,

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [7][Parliamentary and Health Service Ombudsman request email]

W: [8]www.ombudsman.org.uk

 

Follow us on

[9]fb  [10]twitter  [11]linkedin

 

Our Service Charter explains how we work
[12]Click here to find out more

 

Watch our short animation to find out how we deal with complaints

 

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. https://www.ombudsman.org.uk/sites/defau...
2. https://www.ombudsman.org.uk/sites/defau...
3. https://www.ombudsman.org.uk/about-us/fe...
4. mailto:[email address]
5. mailto:[Parliamentary and Health Service Ombudsman request email]
6. http://www.ico.org.uk/
7. mailto:[Parliamentary and Health Service Ombudsman request email]
8. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
9. http://www.facebook.com/phsombudsman
10. http://www.twitter.com/PHSOmbudsman
11. http://www.linkedin.com/company/parliame...
12. http://www.ombudsman.org.uk/about-us/our...

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