Feedback from complainants
| Questions | Quarter 2 (July to September 2025) |
|---|---|
| Q1. My/The PHSO caseworker gave me the opportunity to explain my complaint before making their decision | 65% |
| Q2. My caseworker took the information I provided into account when making their decision | 53% |
| Q3. My caseworker explained what guidelines the Ombudsman would follow | 66% |
| Q4. My caseworker clearly explained the information they used in making their decision | 56% |
| Q5. My caseworker acted with sensitivity to the issues I raised | 61% |
| Q6. I was satisfied with the overall time it took to reach a decision on my complaint | 41% |
| Q7. Overall, I was satisfied with the service I received from the Ombudsman | 42% |
| Impartiality indicator: | 58% |
Feedback from organisations we investigate
| Survey Questions | Quarter 2 (July to september 2025) |
|---|---|
| Q1. The PHSO caseworker provided the opportunity to explain our response to the issues raised in the complaint before making their decision | 89% |
| Q2. The PHSO caseworker took the information we provided into account when making their decision | 89% |
| Q3. When dealing with the complaint, the caseworker explained what guidelines the Ombudsman would follow | 78% |
| Q4. The PHSO caseworker clearly explained the information they used in making their decision | 89% |
| Q5. The PHSO caseworker acted with sensitivity to the issues that were raised in the complaint | 81% |
| Q6. I was satisfied with the overall time it took to reach a decision on the complaint | 58% |
| Q7. Overall, I’m satisfied with the service we received from the Ombudsman | 86% |
| Impartiality indicator: | 89% |