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PHSO case closure policy

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Dear Parliamentary and Health Service Ombudsman,

Would you provide me with a copy of your case closure policy.

Would you include the policy on contact with the Complainant prior to the closure of the case?

If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the Act, you are required to advise and assist requesters.

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 gently remind you that information should not be treated as confidential if such an agreement has not been signed.

Yours faithfully,

liz perloff

InformationRights, Parliamentary and Health Service Ombudsman

Dear Liz Perloff,

 

PHSO reference R0001109

Acknowledgement of your request

 

Thank you for your correspondence of 31^st January 2020.

Your request will be handled under the Freedom of Information Act 2000.
Our response will be issued on or before 28^th February 2020.

 

Regards,

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [1][email address]

W: [2]www.ombudsman.org.uk

 

 

 

show quoted sections

InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear Ms Perloff

 

Our reference: R0001142
Your request for information

 

Thank you for your email of 31 January 2020 via 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:

“Would you provide me with a copy of your case closure policy. 

 

Would you include the policy on contact with the Complainant prior to the
closure of the case?

 

If this request is too wide or unclear, I would be grateful if you could
contact me as I understand that under the Act, you are required to advise
and assist requesters.

 

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 gently remind you that information should
not be treated as confidential if such an agreement has not been signed.”

Our response:

We do not have a standalone policy document for case closure or contacting
complainants prior to making a decision on a case. Both are incorporated
in our Service Model Guidance which outlines our processes and procedures
for assessing and investigating complaints.

 

At the time of writing, the link on our website to the relevant document,
‘Service Model Policy and Guidance: main guidance’, has been taken down as
the document is under review.

 

The specific policies you have asked for are not contained within a
specific section of our main guidance as case closure can occur under
various circumstances and at different points of our processes. Likewise,
telephone contact can occur at various stages of our process prior to
reaching a decision on a complaint. We therefore attach a redacted copy of
the latest version of our main guidance so you have an overview of our
assessment and investigation processes, including circumstances for
contacting complainants and case closure.

 

As our main guidance is currently under review, the copy we provide for
the purpose of this request has names of members of PHSO staff and
external contacts redacted. This is because disclosure of this data into
the public domain would be against the legitimate expectations of those
concerned, and thus unfair and a breach of the first data protection
principle as set out at Article 5 (a) of the General Data Protection
Regulation.  Accordingly, such information is exempt under section 40(2)
of the Freedom of Information Act 2000 by virtue of section 40(3)(a)(i).

 

There are also hyperlinks within the document which direct to internal
documents which are not in the public domain. These hyperlinks would
subsequently not work for individual accessing them from outside PHSO. For
the purposes of your request, whilst the links have still been marked, the
active hyperlinks have been removed.

 

The following page provides further information relating to our service
model. Should our main guidance be uploaded to our website again in the
near future it is likely to be linked through via this page as well:

 

[1]https://www.ombudsman.org.uk/about-us/co...

 

The following page to our website provides further information about how
we consider complaints:

 

[2]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
[3][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 ([4]www.ico.org.uk).

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [5][PHSO request email]

W: [6]www.ombudsman.org.uk

 

References

Visible links
1. https://www.ombudsman.org.uk/about-us/co...
2. https://www.ombudsman.org.uk/making-comp...
3. mailto:[PHSO request email]
4. http://www.ico.org.uk/
5. mailto:[PHSO request email]
6. https://urldefense.proofpoint.com/v2/url...

We don't know whether the most recent response to this request contains information or not – if you are liz perloff please sign in and let everyone know.