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.

Decisions (3,787) Stats Themes (15) By organisation (40)

Organisation accountability

Combines PHSO annual statistics (volume, remedy compliance) with decisions portal data (uphold rate). Sorted by upheld rate · benchmark 72%.

Sorted by upheld rate for organisations with 5+ investigated decisions. Sparklines show complaint volumes received 2019–20 → 2024–25. — = no data in that dataset for this organisation.

#	Organisation	Received	Trend	Decisions	Upheld	Partly	Upheld rate	vs avg	Remedy %
1	Child Maintenance Service	432		6	5	1	100%	+28pp	—
2	United Lincolnshire Hospitals NHS Trust	129		11	3	8	100%	+28pp	—
3	East Kent Hospitals University NHS Foundation Trust	121		8	4	4	100%	+28pp	—
4	East Suffolk and North Essex NHS Foundation Trust	108		10	3	7	100%	+28pp	—
5	Ashford and St Peter's Hospitals NHS Foundation Trust	78		6	—	6	100%	+28pp	—
6	York and Scarborough Teaching Hospitals NHS Foundation Trust	76		7	2	5	100%	+28pp	—
7	Surrey and Sussex Healthcare NHS Trust	73		5	1	4	100%	+28pp	—
8	Croydon Health Services NHS Trust	70		6	—	6	100%	+28pp	—
9	Gateshead Health NHS Trust	69		5	3	2	100%	+28pp	—
10	University Hospitals Birmingham NHS Foundation Trust	339		26	12	12	92%	+20pp	—
11	Department for Work and Pensions	853		10	4	5	90%	+18pp	—
12	Northern Care Alliance NHS Foundation Trust	178		10	1	8	90%	+18pp	—
13	UK Visas and Immigration	193		8	4	3	88%	+16pp	—
14	University Hospitals of North Midlands NHS Trust	136		7	3	3	86%	+14pp	—
15	University Hospitals Dorset NHS Foundation Trust	108		7	—	6	86%	+14pp	—
16	University Hospitals Coventry and Warwickshire NHS Trust	159		12	3	7	83%	+11pp	—
17	County Durham and Darlington NHS Foundation Trust	94		12	4	6	83%	+11pp	—
18	Royal Wolverhampton NHS Trust	83		6	2	3	83%	+11pp	—
19	Cambridge University Hospitals NHS Foundation Trust	81		6	4	1	83%	+11pp	—
20	North Middlesex University Hospital NHS Trust	76		6	1	4	83%	+11pp	—
21	NORTH WEST ANGLIA NHS FOUNDATION TRUST	74		6	2	3	83%	+11pp	—
22	Barts Health NHS Trust	254		11	5	4	82%	+10pp	—
23	University Hospitals Sussex NHS Foundation Trust	214		11	2	7	82%	+10pp	—
24	Royal Devon University Healthcare Foundation Trust	134		5	1	3	80%	+8pp	—
25	Gloucestershire Hospitals NHS Foundation Trust	105		5	2	2	80%	+8pp	—
26	NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST	65		5	2	2	80%	+8pp	—
27	The Hillingdon Hospitals NHS Foundation Trust	65		5	3	1	80%	+8pp	—
28	Tameside and Glossop Integrated Care NHS Foundation Trust	55		5	1	3	80%	+8pp	—
29	Royal United Hospitals Bath NHS Foundation Trust	34		5	3	1	80%	+8pp	—
30	MID Yorkshire Teaching NHS Trust	132		14	5	6	79%	+7pp	—
31	Royal Free London NHS Foundation Trust	269		9	2	5	78%	+6pp	—
32	Manchester University NHS Foundation Trust	320		21	5	11	76%	+4pp	—
33	Mid and South Essex NHS Foundation Trust	267		14	4	6	71%	-1pp	—
34	University Hospitals of Derby and Burton NHS Foundation Trust	113		7	2	3	71%	-1pp	—
35	Portsmouth Hospitals NHS Trust	74		7	2	3	71%	-1pp	—
36	Lewisham and Greenwich NHS Trust	119		10	4	3	70%	-2pp	—
37	The Dudley Group NHS Foundation Trust	79		10	2	5	70%	-2pp	—
38	Lancashire Teaching Hospitals NHS Foundation Trust	—	—	10	2	5	70%	-2pp	—
39	HM Courts & Tribunals Service	830		6	2	2	67%	-5pp	—
40	King's College Hospital NHS Foundation Trust	194		6	2	2	67%	-5pp	—
All-organisation benchmark (investigated decisions only)							72%	—