Source · Ombudsman casework
PHSO Casework Decisions
3,787 published decisions
3,219 Health (NHS)
568 Parliamentary
18% upheld or partly upheld
Range: Apr 2021–Apr 2026
Published casework decisions from the Parliamentary and Health Service Ombudsman. PHSO selects a subset of completed investigations for publication — these 3,787 decisions represent approximately 1.2% of the 319,011 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
Outcome summary
| Outcome | Decisions | Share |
|---|---|---|
| Upheld | 269 | 7% |
| Partly upheld | 413 | 11% |
| Not upheld | 258 | 7% |
| Resolution | 1 | 0% |
| Closed after enquiries | 2,846 | 75% |
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 | 60,820 | 15,525 | 778 | 5.0% | 0% |
| 2023-24 | 63,029 | 17,185 | 943 | 5.5% | 0% |
| 2024-25 | 35,503 | 10,064 | 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 | 83 |
| 2 | University Hospitals Birmingham NHS Foundation Trust | 75 |
| 3 | NHS England | 62 |
| 4 | HM Courts and Tribunals Service | 58 |
| 5 | Manchester University NHS Foundation Trust | 53 |
| 6 | Department for Work and Pensions | 52 |
| 7 | Barts Health NHS Trust | 47 |
| 8 | Guy's and St Thomas' NHS Foundation Trust | 38 |
| 9 | Leeds Teaching Hospitals NHS Trust | 37 |
| 10 | University Hospitals Sussex NHS Foundation Trust | 35 |