In 2026 we launched our new five-year strategy, marking an exciting new chapter for the organisation. To help us achieve our strategic aim to be a recognised and influential voice in improving public services, we have changed our name.
From 1 October 2026 we are known as the Public Service Ombudsman. This makes it easier for people to find us and understand what we do. The service we provide remains the same.
Why have you changed your name?
Our previous name, the Parliamentary and Health Service Ombudsman, was confusing for many people. Research with members of the public, public sector organisations and parliamentarians showed that the word 'Parliamentary' made people think we investigate MPs, which we do not.
The name caused confusion about our remit, independence and impartiality, and did not reflect the full breadth of what we do. A clearer name helps people find us, understand our role and trust that we can help them.
Why did you choose Public Service Ombudsman?
We tested several names with over 3,000 people across the UK. Public Service Ombudsman performed best. The new name reflects our mission to improve public services and is more intuitive for the people who need to use our service.
Does the name change affect the service you provide, your remit or the type of decisions you make?
No. Our role and the service we provide remains the same. We still investigate complaints about the NHS in England and more than 300 government departments and public bodies.
Our legal powers and decision-making processes remain the same. The name change is about making it easier for people to find us and understand what we do. Nothing else will change.
Why have you dropped 'Health' from your name?
Health complaints remain a central part of what we do. However, our remit is much wider than health and we want our name to reflect that. We make sure our role in health complaints is clearly explained through our communications.
Will the name change increase the number of complaints you receive?
We want the right people to be able to find us easily. Our website and communications clearly explain our remit so people understand whether we can help them. We are also developing tools, such as a new complainant portal, to help manage this before complaints are submitted.
Will this affect wait times to handle cases?
No. This work does not change our casework process. We continue handling cases as normal, and the name change was managed separately so it did not disrupt our service.
Will the person handling my case change?
The name change does not affect who is handling your case. We are the same organisation that operates under a new name.
Do I need to resubmit anything or fill in any new forms?
There is nothing you need to do. We’ve let people know so they won’t be surprised if they start to see our new name and logo on letters or emails.
What happens to my case and personal records, will they be moved to a new system?
No. We continue to use our existing casework management system, and our record-keeping and information security arrangements remain the same.
Are you still independent/impartial?
Yes. We remain independent and impartial. The name change does not affect our role or how we consider complaints.
I work for an organisation that has information about your organisation on our website and other communications materials. What do I need to do?
We’re sending out a pack to partner organisations. This includes everything you need to update any information you have that refers to us and details of who to contact if you need help. If you do not receive your pack by 9 October, please email our Content team.
Where can I find out more?
Our new strategy for 2026 to 2031 explains more about how our new name will help us achieve our aims, and what it means for our work and the people who use our service.