Refusal to investivate a complaint

ismail made this Freedom of Information request to Parliamentary and Health Service Ombudsman

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

I made a complaint about Home office regarding the irregularities within the home office's delay in making a decision on an application for British citizenship of a child.

My question to you are:

1. Can you provide me your policy regarding the timescales to decide an investigation?

2. You have an intake caseworker who refuse to pass complaint on to the investigation department despite the final response to a complaint was provided by the authority concerned. Your initial checks about completing the complaint process is flawed in my situation. I must note that I have provided a final response and your department has failed to reply; therefore causing unnecessary delay. You say that you complete checks within 5 working days - however I am still waiting for 3 months.

3. Explain me your procedure. Your website indicates that you respond to complaints within 20 working days of receiving your complaint. My MP wrote to you on 10 January. You sent me a letter on 15/1/20 indicating that you will not investigate. I wrote to you back with the organisation's final response on 17/1/2020 . You failed to reply.

I await your response.

Yours faithfully,

Mrs Ismail

InformationRights, Parliamentary and Health Service Ombudsman

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InformationRights, Parliamentary and Health Service Ombudsman

2 Attachments

Dear Mrs Ismail


Please find attached our response to your Freedom of Information Request.




Freedom of Information / Data Protection Officer

Information Rights Team