Source · Ombudsman casework
PHSO Casework Decisions
4,026 published decisions
3,412 Health (NHS)
614 Parliamentary
18% upheld or partly upheld
Range: Apr 2021–Jun 2026
Published casework decisions from the Parliamentary and Health Service Ombudsman. PHSO selects a subset of completed investigations for publication — these 4,026 decisions represent approximately 1.3% of the 319,000 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
Outcome summary
| Outcome | Decisions | Share |
|---|---|---|
| Upheld | 278 | 7% |
| Partly upheld | 431 | 11% |
| Not upheld | 276 | 7% |
| Resolution | 1 | 0% |
| Closed after enquiries | 3,040 | 76% |
Annual complaint statistics — PHSO-wide
| Year | Received | Investigated | Upheld | Upheld % | Remedy compliance |
|---|---|---|---|---|---|
| 2019-20 | 54,252 | 12,238 | 1,216 | 9.9% | 0% |
| 2020-21 | 43,528 | 7,643 | 615 | 8.0% | 0% |
| 2021-22 | 61,879 | 13,211 | 725 | 5.5% | 0% |
| 2022-23 | 60,817 | 15,522 | 778 | 5.0% | 0% |
| 2023-24 | 63,029 | 17,185 | 943 | 5.5% | 0% |
| 2024-25 | 35,495 | 10,058 | 519 | 5.2% | 0% |
| Remedy compliance = % of PHSO recommended remedies complied with on time. | |||||
Most-complained-about organisations
| # | Organisation | Decisions |
|---|---|---|
| 1 | HM Revenue and Customs | 86 |
| 2 | University Hospitals Birmingham NHS Foundation Trust | 79 |
| 3 | HM Courts and Tribunals Service | 66 |
| 4 | NHS England | 64 |
| 5 | Department for Work and Pensions | 59 |
| 6 | Manchester University NHS Foundation Trust | 56 |
| 7 | Barts Health NHS Trust | 50 |
| 8 | Guy's and St Thomas' NHS Foundation Trust | 41 |
| 9 | Leeds Teaching Hospitals NHS Trust | 39 |
| 10 | University Hospitals Sussex NHS Foundation Trust | 37 |