PHSO Casework Decisions
3,622 published casework decisions from the Parliamentary and Health Service Ombudsman (Apr 2021–Mar 2026). PHSO selects a subset of completed investigations for public publication — these 3,622 decisions represent approximately 1.1% of the 321,459 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
3,622
Published Decisions
3,089
Health
533
Parliamentary (Govt)
18%
Upheld / Partly Upheld
Showing 30 results matching "Home Office"
Home Office (P-005116)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
Nationality, visas and residency
Nationality, visas and residency
Nationality, visas and residency
AI summary: Mr B complained the Windrush Compensation Scheme (WCS) improperly assessed his claim, delayed sending his award letter, and omitted a period of detention from compensation.
Home Office (P-005106)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Miss G complained the Windrush Compensation Scheme (WCS) failed to properly consider her evidence as a Close Family Member, leading to an unfair compensation decision.
Home Office (P-005054)
UK Government
Not Upheld
Complaint handling
Nationality, visas and residency
Nationality, visas and residency
Nationality, visas and residency
AI summary: Complainants alleged UKVI failed to pay compensation for wrongly accusing them of cheating on an English test, leading to cancelled leave.
Home Office (P-004973)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Mr I complained that the Home Office rejected his Windrush Compensation Scheme application and did not acknowledge his experiences of racial discrimination and hardship.
Home Office (P-004930)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Mrs A complained about the Home Office’s decision that she was not entitled to compensation under the Windrush Compensation Scheme and a cold call she received.
Home Office (P-004886)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Miss A complained that the Home Office's Windrush Compensation Scheme award was too low compared to her husband's, arguing they didn't fully consider her evidence.
Home Office (P-004812)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
Nationality, visas and residency
AI summary: Mrs X complained the Home Office wrongly decided she was ineligible for Windrush compensation and disregarded her communication preferences.
Home Office (P-004818)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Miss A complained the Windrush Compensation Scheme wrongly denied her compensation for injustices suffered after arriving in the UK.
Home Office (P-004728)
UK Government
Closed After Initial Enquiries
None
AI summary: Mr A complained the Windrush Compensation Scheme applied rules too narrowly, not adequately reflecting his extended employment exclusion's impact on life or future career prospects.
Home Office (P-004564)
UK Government
Closed After Initial Enquiries
None
None
AI summary: Mr O complains the Windrush Compensation Scheme unfairly denied his claim, failing to consider his family’s living conditions or an earlier positive phone call.
Home Office (P-004523)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Mr A complained the Home Office's Windrush Compensation Scheme provided insufficient compensation, failing to account for the true impact on his life.
Home Office (P-004477)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Mr U complained the Home Office wrongly rejected his Windrush Compensation Scheme application, failing to consider evidence and causing decades of family difficulties.
Home Office (P-004445)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
Nationality, visas and residency
AI summary: Ms S complained the Home Office WCS made the wrong compensation decision, refused to consider her difficulties, and used a confusing process with excessive information requests.
Home Office (P-004319)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Complaint alleged the Home Office's Windrush Compensation Scheme did not seriously consider the impact on his life or provide adequate financial compensation.
Home Office (P-004311)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
Nationality, visas and residency
AI summary: Mr A complained the Windrush Compensation Scheme unfairly refused his compensation claim for loss of employment and life impact, alleging improper consideration of his citizenship status.
Information Commissioner's Office (P-004258)
UK Government
Closed After Initial Enquiries
Business and regulation
Business and regulation
AI summary: Mr E complained the ICO failed its regulatory duties regarding ANPR surveillance, specifically concerning inaccurate data and not scrutinising a National Data Protection Impact Assessment.
Home Office (P-004229)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Miss L complained the Home Office's Windrush Compensation Scheme did not properly reconsider evidence for her 'Impact on Life' claim or follow up with health professionals.
Home Office (P-003575)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
Nationality, visas and residency
AI summary: Mr A complained the Windrush Compensation Scheme overlooked his unstamped passport, impacting employment, and that the scheme provided unclear communication and inadequate support for his claim.
Home Office (P-003519)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Miss D complained the Home Office's Windrush Compensation Scheme award was insufficient, arguing it did not adequately reflect her lost employment, career progression, and private pension.
Home Office (P-003452)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Ms A alleged the Home Office's Windrush Compensation Scheme failed to fully consider her father's claim, providing irrelevant responses, causing him distress and anxiety from reliving trauma.
Home Office (P-003396)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Ms L alleged the Windrush Compensation Scheme gave her incorrect compensation, ignored evidence, and provided misleading information, causing distress due to delays and lack of transparency.
Home Office (P-003376)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Mrs U complained the Home Office wrongly refused her Windrush Compensation Scheme claim and that she was incorrectly issued a Jamaican passport instead of a British one in 1979.
Home Office (P-003139)
UK Government
Closed After Initial Enquiries
Nationality, visas and residency
AI summary: Mrs E complained the Windrush Compensation Scheme inconsistently considered her hardship regarding a citizenship application she shouldn't have needed, causing stress and financial impact.
Home Office (P-002759)
UK Government
Closed After Initial Enquiries
Asylum and immigration
AI summary: Mr J complained the Home Office’s Windrush Compensation Scheme unfairly rejected parts of his claim, including immigration fees, impact on life, living costs, and discretionary categories.
Home Office (P-002504)
UK Government
Closed After Initial Enquiries
Asylum and immigration
Asylum and immigration
AI summary: Ms G complained the Windrush Compensation Scheme's payment was insufficient for her lost employment and life impact, and she was not informed about review options.
Upheld / Partly Upheld
259 + 397
18% of decisions found fault with the organisation complained about.
Not Upheld
247
Complaint investigated but no fault found. 1 resolved during investigation.
Closed After Initial Enquiries
2,718
PHSO decided not to proceed to full investigation.
Most complained-about:
HM Revenue and Customs (80), University Hospitals Birmingham NHS Foundation Trust (72), NHS England (62), Manchester University NHS Foundation Trust (50), HM Courts and Tribunals Service (48).
Published Decisions Over Time
Excludes 2,718 closed before investigation. Quarterly, by outcome.
Annual Complaints (PHSO-wide)
Official PHSO annual statistics across all organisations
| Year | Received | Investigated | Upheld | Upheld % | Remedy % |
|---|---|---|---|---|---|
| 2019-20 | 54,478 | 12,275 | 1,216 | 9.9% | 0% |
| 2020-21 | 44,139 | 7,822 | 617 | 7.9% | 0% |
| 2021-22 | 62,553 | 13,426 | 727 | 5.4% | 0% |
| 2022-23 | 61,297 | 15,734 | 782 | 5.0% | 0% |
| 2023-24 | 63,471 | 17,321 | 946 | 5.5% | 0% |
| 2024-25 | 35,521 | 10,070 | 519 | 5.2% | 0% |
Remedy % = percentage of PHSO remedies complied with on time
Top Themes
Themes by Upheld Rate
AI-classified themes across PHSO casework decisions
| Theme | Decisions | Upheld | Rate |
|---|---|---|---|
| Delayed Recognition of Deterioration | 747 | 184 | 25% |
| Complaint record keeping failures | 632 | 108 | 17% |
| Clinical negligence harms learning | 460 | 92 | 20% |
| Care plan failures | 436 | 121 | 28% |
| Care and discharge planning | 288 | 77 | 27% |
| No person-centred care | 215 | 46 | 21% |
| Inaccurate and inaccessible patient records | 204 | 37 | 18% |
| Patient dignity and privacy | 147 | 40 | 27% |
| Inadequate Pre-Operative Risk Assessment | 136 | 44 | 32% |
| Duty of Candour implementation | 134 | 43 | 32% |
| Medication Contamination/Misadministration | 128 | 33 | 26% |
| DWP policy impact assessment | 106 | 12 | 11% |
| Poor health and social care integration | 97 | 21 | 22% |
| Mental Health Crisis Referral Delays | 74 | 10 | 14% |
| Coroner family information gaps | 74 | 25 | 34% |
PHSO Complaint Categories
PHSO Categories by Upheld Rate
PHSO's own issue classifications — broad categories such as 'Treatment' cover a wide range of clinical complaints
| Category | Decisions | Upheld | Rate |
|---|---|---|---|
| Treatment | 1,610 | 418 | 26% |
| Diagnosis | 850 | 206 | 24% |
| Communication | 792 | 233 | 29% |
| Complaint handling | 534 | 161 | 30% |
| Drugs / medication | 463 | 130 | 28% |
| Nursing care | 388 | 154 | 40% |
| Access | 363 | 87 | 24% |
| Transfer, discharge and aftercare | 353 | 119 | 34% |
| Referral | 262 | 58 | 22% |
| Administration | 191 | 30 | 16% |
| End of life care | 170 | 50 | 29% |
| Choice and Consent | 165 | 48 | 29% |
| Continuing healthcare | 160 | 14 | 9% |
| Surgery | 145 | 32 | 22% |
| Record keeping and management | 133 | 30 | 23% |
Organisation Accountability
Combines PHSO annual complaint statistics (volume, remedy compliance) with published decisions portal data (uphold rate). Sorted by upheld rate for organisations with 5+ investigated decisions. Benchmark: 73% average upheld rate among fully investigated decisions. This differs from the headline 18% figure, which includes all 3,340 published decisions — most of which were closed before full investigation (upheld/not upheld only applies to fully investigated cases). Sparklines show complaint volumes received 2019–20 → 2024–25.
Received = complaints received in most recent year (PHSO annual data). Remedy compliance = % of PHSO-recommended remedies complied with across all available years. — = no data in that dataset for this organisation.