Source · Select Committees · Justice Committee
Recommendation 45
45
Accepted
Removing MP filter for Ombudsman complaints long overdue; increase visibility and accessibility
Conclusion
There is a broad parliamentary and stakeholder approval for the removal of the need for a victim of crime to raise a complaint via an MP before it can be escalated to the Parliamentary and Health Service Ombudsman. This move is long overdue. We support the proposal and also call on the Government to consider taking forward the Ombudsman’s request to allow victims to make a complaint in formats other than in writing. Alongside the removal of the MP filter the Government and Ombudsman service should take steps to increase the visibility of the Ombudsman service to victims of crime. (Paragraph 148) Other matters
Government Response Summary
The government agreed to increase the visibility of the PHSO, stating they are working on improving access to and quality of materials on complaints and that the PHSO is conducting outreach work. However, the response did not address the removal of the MP filter or allowing non-written complaints.
Government Response
Accepted
HM Government
Accepted
71. Removing the need for victims to submit a complaint to the Parliamentary and Health Services Ombudsman (PHSO) through an MP will help to improve access to the service. For those who may not be able to submit a complaint in writing, the draft Bill enables victims to nominate someone else (such as a family member) to submit the complaint for them. We therefore do not consider changes to the format in which complaints can be made to be necessary. 72. We agree with the Committee that steps should be taken to increase the visibility of the PHSO. Outside of legislation we are working on improving access to, and quality of, materials on complaints, including ensuring victims know how and where to complain. This work covers criminal justice bodies’ complaints processes, but also other avenues such as the PHSO. The PHSO are also doing outreach work with underrepresented communities and working with government departments on making complaints more visible. Other matters