The Parliamentary and Health Service Ombudsman

Two combined statutory offices: the Parliamentary Commissioner for Administration (established 1967) and the Health Service Commissioner for England (established 1973). The Ombudsman investigates maladministration and service failure by UK government departments, their agencies, and the NHS in England. Reports to Parliament; independent of the bodies it investigates.

• UK government departments and their executive agencies (including the Home Office, MoJ, HMCTS, Legal Aid Agency)
• The CPS (as the criminal justice agency that handles Victims' Code complaints arising from prosecution decisions)
• NHS bodies in England
• From January 2025: Victims' Code complaints against criminal justice agencies on a direct-access basis

• Investigate the police directly (that is for the IOPC and force PSDs)
• Investigate a criminal court's judicial decisions (separation of powers)
• Award damages: it can recommend remedies including financial compensation, but not as damages
• Investigate a private body, a local authority (Local Government and Social Care Ombudsman for those), or a devolved body
• Override a court decision

Historically, complaints to the Parliamentary Ombudsman side of the PHSO required referral by an MP. The health side has always been direct-access. From January 2025, Victims' Code complaints against criminal justice agencies can be made directly to the PHSO without MP referral, following recommendations of the Victims' Commissioner and a change in PHSO practice. The MP filter remains for other Parliamentary-side complaints.

• Complain to the agency first and exhaust its internal process
• Document the Victims' Code right(s) you say were breached
• Apply within 12 months of becoming aware of the issue (extensions available for good reason)
• Submit the complaint to PHSO via the online portal or in writing
• PHSO assesses whether to investigate; not every complaint is investigated

• Apologies, both individual and public
• Reconsideration of a decision
• Financial remedy for distress, inconvenience or actual financial loss
• Changes to policy or procedure to prevent recurrence
• Public reports laid before Parliament identifying systemic failures

Victims' Code failures in cases of misidentification, stalking and digital evidence failure are often extensive: the right to be recognised as a victim, to be updated, to have decisions explained, to be referred to support. PHSO creates a formal record of institutional failure and can require real remedies. Exhausting it also preserves further legal options.