Request as to why a member if the PHSO 'organises' complaints against her and correct complaint procedures

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

May 30...FDN-164196

Re: Phone call- Laura Lansiquot-Piper

Thank you for informing me that Suzannah Beazley had 'organised' the complaint that I made about her.

I had assumed that, as in the course if normal complaints, her line manager would have done so.

Could you please tell me if it is normal civil service procedure for an employee to 'organise' complaints made against them , or is this a special procedure granted only to the PHSO?

[ complaints procedure requested.. Any departure for specific department?]

Yours faithfully,

JT Oakley

foiofficer, 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.

show quoted sections

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

Gasston Aimee, Parliamentary and Health Service Ombudsman

By email
[inappropriately released personal information removed]

25 July 2013

[inappropriately released personal information removed]

Your information request

Further to your email of 28 June 2013, I am writing with my response to your information request.

In your email, you wrote:

'Could you please tell me if it is normal civil service procedure for an employee to 'organise' complaints made against them , or is this a special procedure granted only to the PHSO? [ complaints procedure requested.. Any departure for specific department?]'

I will first respond to your question as to whether it is ‘normal civil service procedure for an employee to “organise” complaints made against them’. As you may be aware, PHSO is not part of the civil service – it is independent of government and reports directly to Parliament. More information is available here: www.ombudsman.org.uk/about-us/who-we-are Reports we have produced about complaint handling by government departments and public organisations are available on our website at: www.ombudsman.org.uk/improving-public-se...

While we may have received information relevant to your request in relation to complaints about government departments, it would not be possible to search across all these case files without significantly exceeding the cost limit as set out at section 12 of the Freedom of Information Act 2000 (set at £450 or 18 hours). This legislation is available online at: www.legislation.gov.uk

You have also asked for a copy of our complaints procedure. Information about how to make a complaint to PHSO (either about a public service or about the service PHSO has provided to you) is available on our website at the following link: www.ombudsman.org.uk/make-a-complaint The Ombudsman’s Principles, which include principles for good complaint handling, are also available here: www.ombudsman.org.uk/improving-public-se...

I hope that this information is helpful. If you are unhappy with my decision not to give you all the information you requested, you can ask for a review by writing to: [email address] If you still have concerns after that, you can ask the Information Commissioner’s Office to look into your case. Their contact details are available on their website at: www.ico.org.uk

Yours sincerely

Aimee Gasston
Freedom of Information/Data Protection Officer
Email: [email address]

show quoted sections

Dear Gasston Aimee,

Thank you. To clarify....

1. How many complaints about PHSO staff were received in
( as single years)?

2011

2o12

2013 (to date )

2. And how many were upheld?

Yours sincerely,

Jt Oakley

foiofficer, Parliamentary and Health Service Ombudsman

By email
[inappropriately released personal information removed]

22 August 2013

[inappropriately released personal information removed]

Your information request

Further to your email of 25 July 2013, I am writing in response to your information request.

In your email, you asked how many complaints about PHSO staff were received in 2011, 2012 and 2013 and how many of those complaints were upheld.

To provide you with some context, PHSO receives well over 23,000 enquiries each business year (23,422 in 2010/11, 23,846 in 2011/12 and 26,961 in 2012/13). Between 1 January 2011 and 8 August 2013, we received a total of 395 complaints about our service. Any of these could be about members of staff, but whether or not a complaint is made specifically in relation to a member of staff is not something that we routinely record on our case management system. In order to extract this information for you, therefore, we would need to review each case file manually. We estimate that this would take an average of five minutes for each case, which would amount to just under 33 hours of work. As this exceeds the reasonable limit as set out at section 12 of the Freedom of Information Act 2000, we are unable to provide you with the information you have requested.

However, I can provide you with some information about handling lessons which arose from service complaints which I hope you will find useful. This information is provided in annex A. Please note that this information is not available for 2013.

I hope that this information is helpful. If you are unhappy with my decision not to give you all the information you requested, you can ask for a review by emailing: [email address]

If you still have concerns after that, you can ask the Information Commissioner’s Office to look into your case. Their contact details are available on their website at: www.ico.org.uk

Yours sincerely

Aimee Gasston
Freedom of Information/Data Protection Officer
Parliamentary and Health Service Ombudsman

show quoted sections

Dear Parliamentary and Health Service Ombudsman,
procedures'.

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 'Request as to why a member if the PHSO 'organises' complaints against her and correct complaint procedures'.

The request specifies years, not the total number of complaints in all the years.

Therefore please comply with the terms of the request.

Also, if you would like three new requests to take in the information from each year, please let me know.

As each request would take the number of hours worked on each yearly request down.

In any case, please supply the correct and full information for 2012, as requested.

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

Yours faithfully,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

[inappropriately released personal information removed]

Thank you for your email of 23 August 2013 in which you requested a review of your information request, reference FDN-168993. As you have asked us to narrow your request, we will see what information we can provide you with within the appropriate limit relating to complaints made about staff in 2012. We will be in contact in due course.

Yours sincerely

Freedom of Information/Data Protection Team
Office of the Parliamentary and Health Service Ombudsman

show quoted sections

Dear foiofficer,

To provide you with some context, PHSO receives well over 23,000 enquiries each business year (23,422 in 2010/11, 23,846 in 2011/12 and 26,961 in 2012/13). Between 1 January 2011 and 8 August 2013, we received a total of 395 complaints about our service. Any of these could be about members of staff, but whether or not a complaint is made specifically in relation to a member of staff is not something that we routinely record on our case management system

:::::::

My understanding from your statement above is that you have confirmed that the PHSO has absolutely no idea if whether people are complaining about the service given to them by particular employees - or not.

I find this shocking.

Can you therefore confirm that:

1 When a person complains about an employee, that the complaint does not go on their PHSO employment record.

2. If two or more complainants make complaints about the same person, still nothing is stated on their personal record.

3 That a complaint is not automatically referred to an employees' line manager.

4. ....So their line manager may be unaware of the complaint.(as, according to the records , when Ms Beazley 'organised' the complaint against her, without referring it to her line manager. ).

5. That the PHSO has still no ethics officer to monitor serious compaints about employees.

5. That Dame Julie Mellor is personally content with this system, in that complaints from the public are:

* Not logged on employees' records,

* Employees can choose who investigates a compaint against them.

* And that, using these criteria, each complaint is investigated fairly... In a clear and transparent way, with due courtesy to rhe complainant, and is not processed through a one-sided 'toxic cocktail' of a complaints system..

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

This message has been hidden. This response contained inappropriately released personal information. Please contact us if you have any questions. If you are the requester, then you may sign in to view the message.

Dear foiofficer,

I trust that you are still working on the exact terms if my request.

'Handling lessons arising from complaints about us' is not the number of complaints......it is the PHSO take on what the complainants complained about.

And clearly no 'lessons were learnt' it's evidenced by the repetitive nature if the complaints, year by year.

So if the PHSO isn't changing it he way it handles complaints one jot (as evidenced by my case and others On WDTK) ....no lessons were learnt - and applied.

So why are these tables given such an erroneous title?

Perhaps they should be re-entitled:

'Complaints-

Same old, same old.. Stick a 'lessons have been learned' quote on them and hope nobody notices'.

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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 foiofficer,

As I can't read this, I cannot ask for a review etc.

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

By email
[inappropriately released personal information removed]

25 September 2013

[inappropriately released personal information removed]

Your information request (FDN-168993)

Further to your email of 23 August 2013, I am writing in response to your information request. In your email, you asked us to supply you with information about the number of complaints about our service that we received in 2012 which raised specific issues in relation to one or more members of staff. You have asked how many were received and how many were upheld.

I have manually searched through the data we hold relating to service complaints received in 2012, and have concluded that we received 73 complaints about individual members of staff. Of these, 6 were upheld in full and 8 were upheld in part. 3 complaints were withdrawn and 56 complaints were not upheld.

I hope that this information is helpful. As extracting this information took a significant amount of time, we are not able to provide you with information about other years at this point in time. This is because obtaining this information for you would exceed the appropriate limit as set out at section 12 of the Freedom of Information Act 2000.

Yours sincerely

Aimee Gasston
Freedom of Information/Data Protection Officer
E: [email address]
W: www.ombudsman.org.uk

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

show quoted sections

foiofficer, Parliamentary and Health Service Ombudsman

By email
[inappropriately released personal information removed]

1 October 2013

[inappropriately released personal information removed]

Your information request (FDN-172117)

Further to your email of 3 September 2013, I am writing in response to your information request. I will respond to each of your statements in turn.

‘1 When a person complains about an employee, that the complaint does not go on their PHSO employment record.’

This is not correct. If a member of a public made a complaint about a member of staff, this would not automatically be added to their employment record or HR file. If disciplinary action was carried out in consequence of a complaint made by a member of the public, this would be added to an individual’s employment record.

‘2. If two or more complainants make complaints about the same person, still nothing is stated on their personal record.’

This is not correct. Please see my response to question 1.

‘3 That a complaint is not automatically referred to an employees' line manager. 4. ....So their line manager may be unaware of the complaint.(as, according to the records , when Ms Beazley 'organised' the complaint against her, without referring it to her line manager. ).’

This is not correct. Complaints about staff are generally referred to line managers for resolution in the first instance.

Where a complaint is about the Head of the Review Team, an external reviewer will usually be appointed to conduct the review of that complaint, who will report back to a senior member of staff independent to the Review Team. Any learning from such a review would be shared with the Head of the Review Team’s line manager.

‘5. That the PHSO has still no ethics officer to monitor serious compaints about employees.’

I have previously advised you that PHSO does not have an ethics officer, and this remains the case. Rather, all members of staff are expected to behave ethically and in line with the Ombudsman’s principles.

‘5. That Dame Julie Mellor is personally content with this system, in that complaints from the public are:

* Not logged on employees' records,

* Employees can choose who investigates a compaint against them.

* And that, using these criteria, each complaint is investigated fairly... In a clear and transparent way, with due courtesy to rhe complainant, and is not processed through a one-sided 'toxic cocktail' of a complaints system..’

You have asked for a statement of opinion which is not recorded. As you are aware, the Freedom of Information Act 2000 only entitled individuals to seek an opinion where it is already recorded. However, I hope that the information I have provided above is helpful and answers your questions.

Yours sincerely

Aimee Gasston
Freedom of Information/Data Protection Officer

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

show quoted sections

Dear foiofficer,

You state...

‘3 That a complaint is not automatically referred to an employees' line manager. 4. ....So their line manager may be unaware of the complaint.(as, according to the records , when Ms Beazley 'organised' the complaint against her, without referring it to her line manager. ).’

This is not correct. Complaints about staff are generally referred to line managers for resolution in the first instance.

Where a complaint is about the Head of the Review Team, an external reviewer will usually be appointed to conduct the review of that complaint, who will report back to a senior member of staff independent to the Review Team. Any learning from such a review would be shared with the Head of the Review Team’s line manager.

:::::::

This does not seem to be true.

Could you explain exactly why my re-written complaint has been given to the committee .......whose head is the person about whom I am complaining?

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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 foiofficer,

::::

You state:

.....This is not correct. Complaints about staff are generally referred to line managers for resolution in the first instance....

::::

When you say 'generally' , this must mean there are exclusions from this rule.

Which, from the internal files, clearly happened when I made a complaint.

So as it is a general rule, which can be broken:

1. Why are some staff allowed to determine who handles and investigates a complaint made against them and not others?

2. And why are some staff allowed to keep the complaint secret from their line manager when it is being investigated?

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

 

Dear JT Oakley

 

Your information request

 

I write in response to your email of 3 October 2013 in which you asked:

 

          “Could you explain exactly why my re-written complaint has been
given to the committee .......whose head is the person about whom I am
complaining?”

 

We have previously responded to you about this issue and provided you with
information about the independence of the review process.

 

As you know, ‘Whatdotheyknow.com’ is a website for hosting Freedom of
Information requests. It is not appropriate to discuss individual cases in
this forum. Any questions you have about your case should be put to us
privately and we will try to respond.

 

Yours sincerely

 

Freedom of Information and Data Protection Team

Parliamentary and Health Service Ombudsman

[email address]

W: [1]www.ombudsman.org.uk

 

 

show quoted sections

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

References

Visible links
1. http://www.ombudsman.org.uk/

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 'Request as to why a member if the PHSO 'organises' complaints against her and correct complaint procedures'.

Dear foiofficer,

::::

You state:

.....This is not correct. Complaints about staff are generally
referred to line managers for resolution in the first instance....

::::

When you say 'generally' , this must mean there are exclusions from
this rule.

Which, from the internal files, clearly happened when I made a
complaint.

So as it is a general rule, which can be broken:

1. Why are some staff allowed to determine who handles and
investigates a complaint made against them and not others?

2. And why are some staff allowed to keep the complaint secret from
their line manager when it is being investigated?

Yours sincerely,

Jt Oakley

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

Yours faithfully,

Jt Oakley

foiofficer, 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.

show quoted sections

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 foiofficer,

From your own policy....this states that the Head of Review is 'responsible for logging,acknowledging and managing complaints' - about herself.

Can you confirm that this policy still applies?

4.2.8 Once a complaint (or potential complaint) is received by the Review Team, they will undertake, as necessary, further contact with the complainant in order to seek clarification of what they are complaining about, the reasons for that complaint, what they are seeking to achieve and to confirm whether they wish to proceed with a complaint about us. While we do all we can to look into
complaints, in circumstances where PHSO’s case records relevant to the complaint about us have been destroyed in line with our records management policy (normally 14 months after the last substantive action taken by us), we may be unable to look into the concerns raised because of the lack of documentary evidence.

4.2.9 All complaints about our casework or the service we have provided will be logged, acknowledged and managed by the Review Team ( PHSO policy requirement).

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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 foiofficer,

To assist you in determining whether it not the Head of Review still organises complaints about herself as per PHSO policy.

30/05/2013

Mrs TO called in response to our review acknowledgement letter. Mrs TO said that she would like all correspondence via email to save on postal costs.

She added me if I wanted that in writing. I said that it was unnecessary and advised tat I would make a note of her request.

Mrs TO referred to her public interest issue and asked if we would be reviewing this, I explained that the review would be looking at her concerns about and Head of Review SB about SF.

Mrs TO said that her public interest issue was never answered by the Welsh Ombudsman ...( wrong..the ICO ) ....or SB.

I explained that the review would look at her concerns about SB's correspondence.

Mrs TO asked who will be looking into her complaint and whether SB would be dealing with it. I informed Mrs TO that her case will be looked into by an external reviewer. Initially Mrs TO was happy with this.

Mrs TO asked how many external reviewers we have. I confirmed that we have 4. Mrs TO asked if SB knows the external reviewer. Confirmed that she does as they are employees of the PHSO. Mrs TO began to laugh. She said that there is no point in having review then.

She asked if SB had any dealings with her request for a review. I explained that SB arranged to have her concerns ( not mine!) under our internal complaints procedure. I explained that SB is head of the review team. I also explained that she asked us to investigate her concerns ( her concerns? ) about SB and SF which is what we are doing at the moment.

Mrs TO repeated 'yeah, right, over and over and laughed. I explained that if she remains unhappy with our decision or handling after we have issued our response she could file for a judicial review. Mrs TO continued to laugh and say ' yeah, right'.

The call ended.

LLP

But following this phone call:

The Head of Review decides to appoint one of the four external reviewers - whose work she oversees - and decides who is to sign the complaint off.
..........
30/05/2013
Note to external reviewer

I have decided that we need to review this complaint about myself and SF externally because it would not be appropriate for my team to be involved in the reviewing a complaint about me. The signatory for the complaint is Gwen Harrison.

SB
Head of Review.

::::::

The complaint still not been reviewed - eight months later.

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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 foiofficer,

Please only reply via this website.

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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 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 'Request as to why a member if the PHSO 'organises' complaints against her and correct complaint procedures'.

Still wondering when the internal review is to take place.

Could you confirm that it still either

1 still ongoing,

2. or if there is no intention to undertake one.

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

Yours faithfully,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

[inappropriately released personal information removed]

As there are a number of requests contained in the thread to which you refer, please provide us with a reference number so that we know which request you are referring to.

The last request in this thread appears to be FDN-172117. This request was responded to by Mr Steve Brown on 13 December 2013.

Freedom of Information / Data Protection Team
Parliamentary and Health Service Ombudsman
W: www.ombudsman.org.uk

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

show quoted sections

Dear foiofficer,

I haven't a clue.

They are your reference numbers, not mine.

Suggest you consult them

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

[inappropriately released personal information removed]

If you cannot provide a reference number, please could you quote the request so that we can answer your question as to whether it has been reviewed?

Yours sincerely

Freedom of Information / Data Protection Team
Parliamentary and Health Service Ombudsman
W: www.ombudsman.org.uk

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

show quoted sections

Dear foiofficer,

Request as to why a member if the PHSO 'organises' complaints against her and correct complaint procedures

Yours sincerely,

Jt Oakley

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

[inappropriately released personal information removed]

Your information request (FDN-183141)

Further to your email of 25 January 2014, I am writing in response to your information request. In your email, you wrote:

‘From your own policy....this states that the Head of Review is “responsible for logging, acknowledging and managing complaints” - about herself. Can you confirm that this policy still applies?’

I can confirm that there have been no changes to the policy which details the Review Team’s ways of working. I can also confirm that the Head of the Review Team does not log, acknowledge or manage complaints made about herself. As we have explained to you on several occasions, where a complaint is about the Head of the Review Team an external reviewer will usually be appointed to conduct the review of that complaint. This external reviewer will then report back to a senior member of staff independent to the Review Team.

With regret, if you continue to submit requests on this theme, we will consider whether s14(2) of the Freedom of Information Act 2000 is engaged in relation to it. This section of the legislation states that ‘where a public authority has previously complied with a request […] it is not obliged to comply with a subsequent identical or substantially similar request from that person unless a reasonable interval has elapsed between compliance with the previous request and the making of the current request’.

Yours sincerely

Freedom of Information / Data Protection Team
Parliamentary and Health Service Ombudsman
W: www.ombudsman.org.uk

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

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Dear foiofficer,

Thank you.

[Extraneous material removed]

Yours sincerely,

Jt Oakley

foiofficer, 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.

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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

Doug Paulley left an annotation ()

I have removed the PHSO's response of 11 September 2013 because it released personal information about the requester in a way that was not possible to redact.

The redacted message is below, and the attached letter (redacted) at http://files.whatdotheyknow.com/request/...

From: foiofficer
Parliamentary and Health Service Ombudsman
11 September 2013

Attachment FDN 168993 0015.pdf

PROTECT

[inappropriately released personal information removed]

Your information request (FDN-168993)

I am working on providing the additional figures you require and will be in touch with these as soon as I can. However, I can see that the annex to my response was not published when I originally replied to your request. I am sorry you did not receive this the first time round. Please find attached a PDF document of the full response, which I hope you can access.

Yours sincerely

Aimee Gasston
Freedom of Information / Data Protection Officer Parliamentary and Health Service Ombudsman
E: [email address]
W: www.ombudsman.org.uk

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

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