Parliamentary Ombudsman: Don’t contact us, we’ll contact you

Sir Rob Behrens, Parliamentary Ombudsman

Sir Robert Behrens, the Parliamentary and Health Service Ombudsman. has finally come clean publicly that it cannot cope with handling complaints and has issued a public statement.

This followed a blog I wrote earlier revealing that the Ombudsman had faced fresh curbs on its budget from the Treasury. Instead of a new three year budget to help improve services it has only been given one year of funding.

But it chose not to announce that publicly and instead sent a letter to William Wragg, the Tory chair of the Public Administration and Constitutional Affairs Committee, hiding it a Parliamentary correspondence file.

In the letter Sir Robert says “We will postpone the launch of PHSO’s new three-year strategy until we can secure the three-year funding settlement necessary to deliver it. Instead, we will use 2021-22 as a bridging year to lay the foundations for the new strategy and focus on addressing the significant operational challenges facing PHSO’s service.”

Several months of delays

Now the Ombudsman has stuck a long statement on its site which reads:

“Our service remains open but given the unprecedented situation you may experience delays of several months when you bring a complaint to us. We are very sorry about the delay and will do our best to support you through these uncertain times. We will focus on helping the most vulnerable as a priority. 

To help us work through the complaints we are receiving, please do not submit a complaint to us if it is about:

•    delays with complaint responses 
•    matters which are likely to resolve themselves within the next few weeks/months
•    delays in service delivery which are non-critical and are the result of an organisation coping with COVID-19.

Please use our complaint checker below to make sure your complaint is ready for us to look at.

The pressures currently faced by the NHS may mean that it is not possible for us to progress some health complaints at this time. Your caseworker will keep you informed of any delays with your case.

For more information read our latest Coronavirus update.

Please continue to check our website or follow us on Twitter for further updates. ”

still not entirely transparent

The statement is still not entirely transparent as it blames Covid 19 entirely for the problem when it is also being hit by the postponement of its budget settlement. The Ombudsman also caused consternation among some people awaiting the result of their complaints by taking down the site on Saturday and Sunday morning without any explanation. Most banks and building societies put up a notice saying a site would not be available because they are working on it. Not so the uncommunicative Ombudsman.

This led one of my readers, Darren Watts, to contact me because he thought the Ombudsman had closed down the website. He is one of a large number of people awaiting the result of a complaint. I am extremely grateful for him letting me know and also grateful that the service was restored. I have to add I am not very impressed to say the least.

5 thoughts on “Parliamentary Ombudsman: Don’t contact us, we’ll contact you

  1. I was looking at the global democracy index. Of the English speaking world or where English is a dual language, New Zealand was ranked 4th Canada 5th Eire 8th, Australia 9th and the UK 16th. The Nordic countries and Germany taking higher positions in the chart than the UK. Is this really a surprise and if Johnson remains Prime minster for four more years will be classified alongside the Congo or China?

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  2. Thank you again David for keeping us informed of the PHSO long standing delays in answering and now seemingly processing complaints. It’s regrettable that the means we were directed to for due process of the Waspi complaints has been unavailable for so long and now seems to have been suspended due to lack of finance. This is surely an excuse to ignore valid complaints, submitted through the correct portals within the PHSO own criteria, including the signature of an MP. This will inevitably leads to a country without fair representation in the event of injustice.

    Sent from my iPhone

    >

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  3. We wouldn’t need an ombudsman if Trusts, Drs and Nurses abided by their Legal Duty of Candour. It is also used as a delaying tactic in the hope that those who are forced to complain to them lose the will to continue.

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  4. It would seem to me that this Pandemic has become the ‘go to’ reason (excuse?) to cover the fact that things aren’t being done the way they should be. The very same thing happened to me when the last big recession hit. I worked for a very well known high street store at the time. The negotiations were due for the annual pay rise and these commenced as usual between the Company and the Union. The Company pleaded poverty because of the recession and despite the best endeavors of the Union we didn’t get a pay rise at all that year. At the time only the very lucky few got pay prices from whatever Company employed them, all blaming the effects of the recession. About two months later the Company I worked for released their profits report and they had made around the same profits that they had made the year before (£600m). The year before the Union were able to negotiate a rise for us all. Trust me, if there is a viable Bandwagon for these people to jump on, they’ll use it.

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