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310<main> 311 <!--[if !IE]><!--> 312 <div class="nav-fade js-nav-fade"></div> 313 <!--<![endif]--> 314 <div class="main__breadcrumb"> 315 <div class="container"> 316 <div class="row"> 317 <div class="col-md-12"> 318 <div> 319 320<div id="block-breadcrumbs"> 321 322 <nav aria-label="breadcrumb navigation"> 323 <ol itemscope itemtype="https://schema.org/BreadcrumbList"> 324 <li itemprop="itemListElement" itemscope 325 itemtype="https://schema.org/ListItem"> 326 327 <a itemprop="item" href="/">
328 <span itemprop="name">Home</span> 329 <meta itemprop="position" content="1"/> 330 </a> 331 332 </li> 333 <li itemprop="itemListElement" itemscope 334 itemtype="https://schema.org/ListItem"> 335 336 <a itemprop="item" href="/organisations-we-investigate"> 337 <span itemprop="name">For organisations we investigate</span> 338 <meta itemprop="position" content="2"/> 339 </a> 340 341 </li> 342 <li itemprop="itemListElement" itemscope 343 itemtype="https://schema.org/ListItem"> 344 345 <a itemprop="item" href="/organisations-we-investigate/what-happens-if-someone-complains-about-your-organisation"> 346 <span itemprop="name">What happens if someone complains about your organisation</span> 347 <meta itemprop="position" content="3"/> 348 </a> 349 350 </li> 351 </ol> 352 </nav> 353 354 </div> 355 356 </div> 357 358 </div> 359 </div> 360 </div> 361 </div> 362 363 <div class="container"> 364 <div class="row"> 365 <div class="col-md-12"> 366 <div> 367 <div data-drupal-messages-fallback class="hidden"></div> 368 369 </div> 370 371 </div> 372 </div> 373 </div> 374 375 <div id="main-content" tabindex="-1"></div> 376 377 <div class="main__intro"> 378 <div class="container"> 379 <div class="row"> 380 <div class="col-md-12"> 381 <div name="name" tabindex="-1"></div> 382 <h1> 383<span>What happens if someone complains about your organisation</span> 384</h1> 385 </div> 386 <div class="col-md-12 intro__copy"> 387 388 389 </div> 390 </div> 391 </div> 392 </div> 393 394 <!-- or page_video_gallery or page_slideshow --> 395 <div class="main__highlighted js-main-highlighted"> 396 <div class="container"> 397 <div class="row"> 398 <div class="col-md-12"> 399 <div class="stepped__step-anchor-holder"> 400 <div class="stepped_step-anchor">Step 1<a href="#step-1">When we first receive a complaint</a></div><div class="stepped_step-anchor">Step 2<a href="#step-2">âDeciding if we can investigate a complaint</a></div><div class="stepped_step-anchor">Step 3<a href="#step-3">What happens if we investigate a complaint</a></div> 401 </div> 402 </div> 403 </div> 404 </div> 405 </div> 406 407 408 409 410 411 <div class="container"> 412 <div class="row"> 413 414 415 <div class="col-md-12"> 416 417 <div class="main__content"> 418 419 <div> 420 421<div id="block-phso-content"> 422 <article class="stepped"> 423 424 <div><p class="lead">This section explains how we deal with complaints. There are three steps.</p> 425</div> 426 427 <span id="step-1" tabindex="-1"></span> 428 <div class="stepped__step clearfix"> 429 <div class="row"> 430 <div class="col-md-12"> 431 <h2 class="step__title"><span>Step 1</span> When we first receive a complaint</h2> 432 </div> 433 <div class="col-md-12"> 434 <p class="lead">When we first receive a complaint, we look at it to decide if it is a complaint that we can investigate.</p><h3>We check:</h3><h4>Whether it is appropriate for us to investigate the complaint</h4><p>We have to make sure that it's about an organisation and issue we can look into. We also have to make sure there isn't another organisation better placed to deal with the issue such as a regulator.</p><h4>Whether the complaint has been properly made</h4><p>We have to check that the complaint has been made to us in writing. For a complaint about a government department, we have to make sure that it has been referred to us by an MP.</p><h4>Whether you have given a final response</h4><p>At this stage, we may contact you to find out if you have received the complaint and what stage it's at. It's important we check that your organisation has already given a final response to the complaint.</p><p>If these initial checks show that we <strong>can</strong> investigate, we then assess the complaint in more detail to decide if we <strong>should</strong> investigate.</p> 435 </div> 436 </div> 437 </div>
438 <span id="step-2" tabindex="-1"></span> 439 <div class="stepped__step clearfix"> 440 <div class="row"> 441 <div class="col-md-12"> 442 <h2 class="step__title"><span>Step 2</span> âDeciding if we can investigate a complaint</h2> 443 </div> 444 <div class="col-md-8 col-sm-8"> 445 <p class="lead">To help us decide if we can investigate a complaint, we look at:</p><h3>The timing of the complaint</h3><p>Usually, we cannot investigate a complaint if a person brought it to us more than a year after they became aware of the problem. For complaints about UK government departments and other UK public organisations, we can usually only look into these if a person referred the complaint to their MP within a year of becoming aware of the complaint.</p><h3>Whether it is or was reasonable for the person to take legal action to resolve their complaint</h3><p>This could include going to court or a tribunal for instance. We decide this by considering:</p><ul><li>Does the person have a case that it is possible for a court to decide on?</li><li>Is it reasonable? Considering the person's circumstances, is it reasonable to expect the person to go to court? Does the person have enough money to take legal action?</li></ul><h3>Whether someone has experienced an injustice or hardship</h3><p>We try to find out if an organisation has not acted properly or fairly or has provided a poor service (the terms we use for this are maladministration and service failure) and if this has caused an injustice or hardship for the complainant.</p><h3>How your organisation has already dealt with the complaint</h3><p>We find out what action you have already taken to put things right. We will contact the complainant to discuss any action you took and ask what they remain unhappy about.</p><p>Sometimes we can resolve the complaint quickly without the need for a full investigation. For example, we may contact your organisation to discuss the complaint and agree an appropriate way of addressing it, such as an apology.</p><h3>What is injustice?</h3><p>We define an injustice as a negative impact on someone's life as a result of an organisation's actions. For example, a hospital failed to diagnose a man with cancer until he was at the end of his life. The hospital didn't tell his family about the diagnosis for another week. The family suffered an injustice because their loved one died soon after they found out about his diagnosis. This meant they didn't have time to say goodbye to him properly or make sure he received the end of life care they would have wanted for him.</p><h3>What is hardship?</h3><p>A hardship could be someone not having access to basic amenities or means of support as a result of service failure. For example, a person who had their Jobseeker's Allowance payments stopped may have experienced a hardship because they had less financial support.</p> 446 </div> 447 <div class="col-md-4 col-sm-4 sidebar--right"> 448 449<article class="deck-of-cards full clearfix"> 450 <div class="content"> 451 452 <div> 453 <div><div class="row"> 454 455 <a href="/organisations-we-investigate/support-and-advice-staff-involved-investigations" target="_self" class="card card--image card--height-auto card--width-100 theme--grey-light col-md-12" title="Support and advice for staff involved in investigations"> 456 <div class="card__wrapper clearfix"> 457 <div class="card__image"> 458 459 <img loading="eager" src="/sites/default/files/styles/card_narrow/public/2016-09/Support_and_advice_for_staff_involved_in_investigation.jpg.webp?itok=Yazz0TB3" width="300" height="200" alt="Doctor and nurse talking" /> 460 461 462 463 464 </div> 465 466 <div class="card__content"> 467 <div class="card__title">Support and advice for staff involved in investigations</div> 468 </div> 469 <span aria-hidden="true" class="card__icon"></span> 470 </div> 471 </a> 472</div> 473</div> 474 </div> 475 476 </div> 477</article> 478 479 </div> 480 </div> 481 </div>
482 <span id="step-3" tabindex="-1"></span> 483 <div class="stepped__step clearfix"> 484 <div class="row"> 485 <div class="col-md-12"> 486 <h2 class="step__title"><span>Step 3</span> What happens if we investigate a complaint</h2> 487 </div> 488 <div class="col-md-8 col-sm-8"> 489 <p class="lead">âIf we decide to investigate a complaint about your organisation, we will contact you as soon as possible to let you know.</p><p>We will then send a broad summary of the complaint to you and the complainant and give you the opportunity to comment if you wish to. You don't have to comment but if you decide to, you won't need to go over information you've already given us.</p><h3>It would be helpful for us to know:</h3><ul><li>If you think there is more you could do to resolve the complaint locally.</li><li>If there has been any change in your organisation that is relevant to the complaint.</li></ul><p>Following this, the case will be passed to an investigator and they will look at it in detail using available evidence, the summary of complaint and any comments received. They will put together a plan for the investigation then discuss this with you and the complainant, to make sure you understand the scope of the investigation. At this point you will be given an idea of timescales and what information we will need to carry out a thorough investigation.</p><h3>When our investigation is underway</h3><p>We will start by gathering evidence we need from you. We may have to interview your staff to help us understand what should have happened, what actually did happen and, if possible, why the events in the case unfolded as they did. Most of our interviews are for fact-finding purposes and may be face-to-face or by phone. We will arrange a suitable time for these with you in advance.</p><p>To help us fully understand the issues and make the right decision we may have to seek peer advice from healthcare professionals using <a href="https://www.ombudsman.org.uk/organisations-we-investigate/what-happens-if-someone-complains-about-your-organisation/ombudsmans-clinical-standard">the Ombudsman's Clinical Standard</a>, or from our own legal team.</p><p>We also refer to our <a href="https://www.ombudsman.org.uk/organisations-we-investigate/complaint-standards">Complaint Standards</a><em>, </em><a href="/about-us/our-principles/principles-good-administration">Good Administration</a> and <a href="/about-us/our-principles/principles-remedy">Remedy </a>to establish what should have happened against what actually happened.</p><p>We will give you regular updates about what we have done so far, what information we have gathered and what that information tells us. We will also let you know
489when we think we'll finish our investigation.</p><p>Once we start an investigation we aim to complete the majority within three to six months, but some complex cases can take longer. We will let you know the expected timescales, and will keep you updated regularly throughout the investigation.</p><h3>When we complete our investigation</h3><p>Towards the end of our investigation, we'll send you and the person who made the complaint our draft report on our investigation.</p><p>This will include our provisional views and recommendations on the complaint and how we think your organisation can put things right. We will give you and the person who made the complaint the opportunity to comment on our proposed decision and what we have said in the report. For example you may want to comment if:</p><ul><li>we have not explained our decision clearly or if something needs more detail</li><li>we have got any of the facts wrong or have missed anything</li><li>there is new information we have not yet looked at</li><li>you think we have not taken the right steps to fairly investigate the complaint.</li></ul><p>We usually give organisations we are investigating two weeks to respond to our findings but if you need longer than this, you should let us know.</p><p>There is also an opportunity for your organisation and the complainant to feed back on the proposed outcomes and recommendations.</p><p>We will look at any comments you and the complainant give us to see whether we need to do more work before we finalise our decision on the complaint.</p><p>We can decide to fully uphold, partly uphold or not uphold the complaint.</p><h4>Fully uphold</h4><p>This could mean we found that:</p><ul><li>your organisation made mistakes or provided a poor service that amounted to maladministration or service failure and</li><li>this has had a negative impact on an individual which has not yet been put right.</li></ul><h4>Partly uphold</h4><p>We might partly uphold a complaint if:</p><ul><li>we found that your organisation got some things wrong, but not all the issues that were complained about or</li><li>the mistakes made did not have a negative effect on anyone.</li></ul><h4>Not upheld</h4><p>This could mean we found:</p><ul><li>your organisation acted correctly in the first place or</li><li>your organisation made mistakes but you have already done what we would expect to put things right for the person or people affected.</li></ul><p> </p> 490 </div> 491 <div class="col-md-4 col-sm-4 sidebar--right"> 492 493<article class="deck-of-cards full clearfix"> 494 <div class="content"> 495 496 <div> 497 <div><div class="row"> 498 499 <a href="/making-complaint/how-we-deal-complaints/our-service-charter" target="_self" class="card card--image card--height-auto card--width-100 theme--purple col-md-12" title="Our Service Charter"> 500 <div class="card__wrapper clearfix"> 501 <div class="card__image"> 502 503 <img loading="eager" src="/sites/default/files/styles/card_narrow/public/2016-09/Service_Charter_page_Service_Charter_cover_website_1170px_X_780px_0.jpg.webp?itok=y5ThcNDt" width="300" height="200" alt="PHSO service charter graphic" /> 504 505 506 507 508 </div> 509 510 <div class="card__content"> 511 <div class="card__title">Our Service Charter</div> 512 </div> 513 <span aria-hidden="true" class="card__icon"></span> 514 </div> 515 </a> 516</div> 517</div> 518 </div> 519 520 </div> 521</article> 522 523 </div> 524 </div> 525 </div> 526 </article> 527 528 </div> 529 530 </div> 531 532 533 534 535 536 537 538 539 540 541 542 </div> 543 </div> 544 545 546 </div> 547 </div> 548 549 550 <div class="main__feedback-container"> 551 <div class="container"> 552 <div class="feedback-form js-feedback-form"> 553 <div id="webform-submission-feedback-node-238-form-ajax-content" tabindex="-1"><div id="webform-submission-feedback-node-238-form-ajax" class="webform-ajax-form-wrapper" data-effect="fade" data-progress-type="throbber"><form class="webform-submission-form webform-submission-add-form webform-submission-feedback-form webform-submission-feedback-add-form webform-submission-feedback-node-238-form webform-submission-feedback-node-238-add-form js-webform-details-toggle webform-details-toggle" data-drupal-selector="webform-submission-feedback-node-238-add-form" action="/organisations-we-investigate/what-happens-if-someone-complains-about-your-organisation" method="post" id="webform-submission-feedback-node-238-add-form" accept-charset="UTF-8"> 554 555 <div data-drupal-selector="edit-feedback-questions-container" id="edit-feedback-questions-container" class="js-form-wrapper form-wrapper"><div class="form-basic"> 556 557 <div class="js-webform-type-checkbox webform-type-checkbox js-form-item form-item js-form-type-checkbox form-type-checkbox js-form-item-report-a-problem-with-this-page form-item-report-a-problem-with-this-page"> 558 559 <div class="form-group"> 560 561 562 563 564 565 566 567 <label ><input data-drupal-selector="edit-report-a-problem-with-this-page" type="checkbox" id="edit-report-a-problem-with-this-page" name="report_a_problem_with_this_page" value="1" class="form-checkbox" /> <span>Report a problem with this page</span></label> 568 569 570 571 572 573 574 575 576 577 578 </div> 579 580 581 582 </div> 583 </div> 584<div class="form-basic"> 585 586 <div class="js-webform-type-radios webform-type-radios js-form-item form-item js-form-type-radios form-type-radios js-form-item-was-this-page-helpful form-item-was-this-page-helpful"> 587 588 <div class="form-group"> 589 590 <div class="as-label aria-hidden label--left">
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