Parliamentary and Health Service Ombudsman
(PHSO)
The independent ombudsman for complaints about NHS services in England (the 'Health Service Ombudsman' role) and UK government departments (the 'Parliamentary Ombudsman' role). Free for complainants. Established under the Parliamentary Commissioner Act 1967 and Health Service Commissioners Act 1993.
The PHSO is one of the most senior ombudsmen in the UK. The NHS side handles complaints about service failure, clinical failure, and administrative failings in NHS England, GP practices, dentists, ambulance services, mental health trusts, and community health services. The Parliamentary side handles complaints about most UK government departments — including DWP, HMRC, Home Office, MoJ — accessed via MP referral. The PHSO investigates around 4,000 cases a year and upholds around 30%. Remedies include apology, compensation (£100-£100,000+ in extreme cases), corrective action, and service change. Reports are laid before Parliament for serious cases.
Related guides
PHSO: The Final Stage of an NHS Complaint
If your NHS complaint is not resolved at the local NHS provider stage, the Parliamentary and Health Service Ombudsman (PHSO) is the final independent route. The PHSO investigates clinical failings, administrative failures, and service shortcomings. About 30% of investigated complaints are upheld. This guide explains the process, the eligibility rules, and what remedies are available.
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Regulator vs Ombudsman: What's the Difference
Many people are confused about whether to contact a regulator or an ombudsman when their complaint is not resolved. The two serve very different purposes: ombudsmen resolve individual disputes between consumers and organisations, while regulators oversee industries and enforce rules. Knowing which to contact — and when — is key to getting the right outcome.
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