Imperial College Healthcare NHS Trust
AI-generated summary Miss L complained the Trust's eye clinic failed to recommend an ultrasound or complete a slit exam for her poor eyesight, causing distress and private care costs.
Source · Ombudsman casework
PHSO Casework Decisions
4,426 published decisions
3,735 Health (NHS)
691 Parliamentary
17% upheld or partly upheld
Range: Apr 2021–Aug 2026
Published casework decisions from the Parliamentary and Health Service Ombudsman. PHSO selects a subset of completed investigations for publication. These 4,426 decisions represent approximately 1.4% of the 319,011 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
Decisions
HM Revenue and Customs
AI-generated summary Ms J complained that HMRC provided incorrect pension drawdown advice, causing higher unexpected tax and affecting a property purchase. She also felt HMRC inappropriately applied tax refund criteria and offered insufficient remedy.
The Newcastle Upon Tyne Hospitals NHS Foundation Trust
AI-generated summary Mr T complained Newcastle Upon Tyne Hospitals NHS Trust failed to warn him of a potential hump after septorhinoplasty, left one on his nose, and refused to fix it, causing severe distress.
A practice in the Newcastle upon Tyne area
AI-generated summary Mr W complained a Practice failed to correctly monitor his chronic condition from 2013, leading to delayed diagnosis and urgent heart surgery. He also sought information about annual health check statistics.
Medway NHS Foundation Trust
AI-generated summary Mrs P complained Medway NHS Trust failed to provide oxygen, check her mother's heart before discharge, and poorly communicated about resuscitation, morphine, and heart failure diagnosis.
County Durham and Darlington NHS Foundation Trust
AI-generated summary Mrs L complained STEES delayed changing Mr L’s catheter, which she believed led to missed chemotherapy and premature death. She also alleged CDDFT failed to conduct sufficient observations before his death.
A practice in the Bolsover area
AI-generated summary Mrs L complained a Practice failed to properly assess, misdiagnosed her, and did not refer her for an MRI or physiotherapy in December 2022, leading to permanent arm damage and delayed hip replacement.
North West Anglia NHS Foundation Trust
AI-generated summary Miss U complained North West Anglia NHS Trust missed opportunities to diagnose gallbladder disease and delayed placing her on the waiting list for surgery, causing prolonged pain and affecting her quality of life.
University Hospitals of North Midlands NHS Trust
AI-generated summary Mrs M complained University Hospitals of North Midlands NHS Trust provided inappropriate medication, delayed sepsis diagnosis, inadequately managed food/fluid, and incorrectly recorded a fall for her mother.
Royal Cornwall Hospitals NHS Trust
AI-generated summary Mrs C alleged her brother's death was avoidable due to the Trust's misdiagnosis, delayed testing, failure to follow specialist advice, poor communication, inadequate nutrition, and inappropriate medication.
HM Prison and Probation Service
AI-generated summary Mx A complained they were discriminated against by Probation Office staff on grounds of race, disability, and gender, causing anxiety and distress, and sought a large financial payment.
An independent provider in the Ashford area
AI-generated summary Mr U complained an independent provider's 111 call handler used an incorrect pathway for his sister's call, delaying an ambulance and potentially affecting the outcome before her death.
Bedfordshire Hospitals NHS Foundation Trust
AI-generated summary Miss A complained Bedfordshire Hospitals NHS Trust failed to appropriately monitor and treat her fiancé, delayed liver specialist input, and poorly communicated his condition, contributing to his death.
Frimley Integrated Care Board
AI-generated summary Mr A complained Frimley ICB refused a retrospective review of his mother's care for continuing healthcare eligibility (1989-2004) and applied incorrect interest rates for a later redress period (2004-2009).
A practice in the City of Bristol area
AI-generated summary Ms L complained a Practice delayed diagnosing stage 4 bowel cancer and a shoulder condition, leading to a worse prognosis and prolonged pain over many years.
Frimley Health NHS Foundation Trust
AI-generated summary Ms D complained Frimley Health NHS Trust delayed prescribing blood thinners, omitted heart medication from discharge, and gave too much blood thinner, contributing to her mother's premature death.
Sherwood Forest Hospitals NHS Foundation Trust
AI-generated summary Mr V complained Sherwood Forest Hospitals NHS Trust failed to prevent his father's unwitnessed fall, treat him afterwards, or address his blood loss, contributing to his death. He also complained about inadequate complaint handling.
Barts Health NHS Trust
AI-generated summary Mr N complained his father did not receive prompt triage, medical review, troponin testing, cardiologist review, prophylactic treatment, or constant ECG monitoring, leading to his death.
Department for Work and Pensions
AI-generated summary Ms O complained DWP incorrectly closed her UC claim, failed to respond to contact, delayed arrears payment, and misinformed her about an appeal, causing financial and emotional distress.
Children and Family Court Advisory and Support Service (CAFCASS)
AI-generated summary Mr B complained a Family Court Advisor was biased, dismissed his safeguarding concerns, and acted unprofessionally, and that CAFCASS failed to properly investigate his complaint.
A practice in the Croydon area
AI-generated summary Mrs A complained about delayed investigation of her lower abdominal pain and inadequate response to test results, leading to a delayed stage four bowel cancer diagnosis.
Advisory, Conciliation and Arbitration Service (Acas)
AI-generated summary Mr H complained Acas failed to acknowledge procedural errors in conciliation, provided contradictory complaint responses, and did not consider his ADHD, forcing him to an Employment Tribunal.
Department for Work and Pensions
AI-generated summary Mr W complained DWP enforced attendance at mandatory jobcentre appointments despite his medical concerns, which negatively impacted his physical and mental health.
The Dudley Group NHS Foundation Trust
AI-generated summary Mrs H complained her husband was discharged without a cancer diagnosis or pain relief, and received terminal news by letter, causing distress and avoidable pain before his death.
A practice in the Chorley area
AI-generated summary Mr A complained a GP Practice failed to diagnose his mother’s lung cancer despite persistent symptoms and elevated cell counts, misdiagnosing her condition. He believes these failings caused her avoidable death.