Data on complaints resubmitted through an MP

Information request about what happens to a complaint when it is resubmitted to the PHSO

I am writing to you in response to your Freedom of Information request dated 22 March 2015 in which you asked for information about resubmitting a complaint to the Parliamentary and Health Service Ombudsman (PHSO). I have responded to your questions below.

1. It says on your website: 'When we receive your complaint, we will acknowledge your complaint within two working days. You will be given a reference number which should be quoted in any future contact with the Ombudsman. '

What is the process for acknowledging resubmitted complaints, if different from the above?

We do not have a different process for resubmitted complaints - this includes how we acknowledge receipt.

Our Enquiry and Assessment Manual which explains our process for handling complaints. Pages 10 – 11 deal with complaints referred by a Member of Parliament.

2. Do resubmitted complaint retain the old reference number or are they allocated a new one?

An old reference number may be used until it is established that things have moved on such that a new complaint reference should be generated. For example, if a complaint was made to us when the local complaints process is ongoing we would only allocate a new reference number once a final response from the local organisation had been received.

3. Can resubmitted complaints be rejected on the grounds that they are made out with the statutory timescale allowed for bringing a complaint, or are they treated as being made on the date that they were originally submitted?

Please see pages 16 and 17 of our Enquiry and Assessment Manual which deals with the time limits on complaints.

For parliamentary complaints the aggrieved must refer the matter to an MP within 12 months from the day they first became aware that they had a reason to complain. Complaints submitted outside the timescales are considered on an individual basis, we will take into account the reasons why the complaint was submitted outside the time limit.

4. How many complaint forms have been resubmitted to you by MPs in the past 6 months?

Between October 2014 and March 2015 we received 912 new complaints that were referred by an MP and the method of delivery was through a complaint form.

Of the 912 complaints, 132 had been submitted previously and had been referred by an MP. A breakdown of the delivery method for the 132 complaints is listed below:

FOI/DP Officer

Parliamentary and Health Service Ombudsman