PHSO: How we deal with complaints

Summary

The Parliamentary and Health Service Ombudsman (PHSO) make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations.

Not all complaints that come to the PHSO go through their whole process. The PHSO have a three-step process for dealing with complaints. This webpage outlines what happens when they receive a complaint, how they decide if they can investigate it and what to expect if they do.