Parliamentary and Health Service Ombudsman
PHSO investigates complaints about NHS services in England and UK government departments. They can recommend remedies including apologies, explanations, and compensation.
Before Contacting PHSO
PHSO can only investigate after you have completed the NHS complaints process. You must have received a final response from the NHS organisation before escalating to PHSO.
About PHSO
The Parliamentary and Health Service Ombudsman (PHSO) makes final decisions on complaints that have not been resolved by the NHS in England or UK government departments and other public organisations. PHSO is independent of the NHS and government.
The Complaints Process
Step 1: Complain to the NHS First
You must first complain directly to the NHS organisation (hospital, GP practice, etc.) and allow them to respond through their complaints procedure.
Step 2: Wait for Final Response
The NHS organisation should provide a final response to your complaint. This should include information about how to escalate to PHSO if you remain dissatisfied.
Step 3: Escalate to PHSO
If you're unhappy with the NHS response, you can bring your complaint to PHSO. You typically have 12 months from when you became aware of the problem.
What PHSO Can Recommend
- An apology and acknowledgement of what went wrong
- An explanation of what happened and why
- Financial compensation for direct financial loss or distress
- Action to remedy the situation or put things right
- Changes to policies or procedures to prevent recurrence
Contact Details
Phone
0345 015 4033
Address
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP