We have a variety of policies and procedures covering our casework, employment and recruitment, service delivery and records management.

Information with the symbol offline next to it isn’t available on our website. You can get a copy of it by emailing foi.officer@ombudsman.org.uk. We will aim to send you the information by the latest within five working days.

We do not charge for any of the information that falls within our publication scheme.

Information and Records Management

Access to information policy

This policy sets out PHSO’s responsibility to ensure that requests for access to information held by PHSO are identified and responded to appropriately.

Information asset register

This register lists the type of information we hold and includes the officers charged with ownership as well as the systems used to manage this information.

Records management policy

The purpose of this policy is to provide a framework for the effective management of PHSO’s corporate recorded information (‘records’) in accordance with all statutory and business requirements.

Retention schedule

The Retention Schedule identifies the information assets created or held by us, describes the type of asset, identifies the asset owner, the retention period for the asset and the reason for its retention.

Using our secure email service

We use an email encryption tool called Egress Switch to send and receive sensitive information. It’s not difficult to use and this page describes how it works.


Our Service Model

This page lists the various policies and procedures we use to assess and investigate complaints. We call it our Service Model.

Unreasonable behaviour policy

We are committed to dealing with all people fairly and impartially and to providing a high-quality service. However, we do not expect our staff to tolerate behaviour that is abusive, offensive or threatening, or which makes it difficult for us to consider complaints. This policy explains how we will manage such behaviour.

Service delivery

Security policy

This document sets out the Policy from which all security controls, procedures, advice and education are drawn; sets out how the Office manages security; and who is responsible for delivering the policy.