Conclusion 4

Organisations under investigation should be alert to the factors that are weighed up before the Ombudsman makes the decision to lay a special report. The public availability of the PHSO’s service model policy and guidance is welcome, enabling both organisations and complainants to have access to the policy and guidance used by caseworkers in charge of their complaints. While the main guidance is extremely detailed in other areas of the complaint handling process it appears virtually silent on one of the Ombudsman’s most significant powers. However, we appreciate the PHSO’s position that, given the uniqueness of each case, it would not necessarily be helpful to attempt to prescribe the factors which should be taken into account in any decision to report to Parliament. (Conclusion, Paragraph 27) The PHSO’s investigations and the Charity Commission’s response