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 14 results matching "Office of Gas and Electricity Markets"
Office of Gas and Electricity Markets (Ofgem) (P-004922)
UK Government
Closed After Initial Enquiries
Heating benefits
AI summary: Mr C complained Ofgem refused his BUS funding application because his property had received a grant for a biomass boiler, despite him being the new owner.
Office of Gas and Electricity Markets (Ofgem) (P-004911)
UK Government
Closed After Initial Enquiries
Consular services
AI summary: Mrs X complained Ofgem revoked her DRHI accreditation because the heat pump she funded was installed at her daughter's property, making her feel like she acted fraudulently.
Office of Gas and Electricity Markets (Ofgem) (P-004632)
UK Government
Closed After Initial Enquiries
Heating benefits
AI summary: Mr O complained Ofgem unreasonably rejected his BUS voucher application, delayed the review, and failed to notify installers of regulation changes, leading to a £7,500 personal loan.
Office of Gas and Electricity Markets (Ofgem) (P-004548)
UK Government
Closed After Initial Enquiries
Heating benefits
AI summary: Mr O complained that Ofgem inappropriately revoked his access to the renewable heat incentive (RHI) accreditation, causing financial and mental distress.
Office of Gas and Electricity Markets (Ofgem) (P-004380)
UK Government
Closed After Initial Enquiries
Business and regulation
AI summary: Mr L complained Ofgem wrongly rejected his Boiler Upgrade Scheme application and provided incorrect reasons in its complaint response, forcing him to self-fund air source heat pumps.
Office of Gas and Electricity Markets (Ofgem) (P-004349)
UK Government
Closed After Initial Enquiries
Consular services
AI summary: Ofgem removed Mr X from a renewable heat scheme and demanded repayment due to an installer's error with duplicate certificates, causing distress.
Office of Gas and Electricity Markets (Ofgem) (P-003439)
UK Government
Closed After Initial Enquiries
Heating benefits
Heating benefits
AI summary: Mrs E complained Ofgem incorrectly revoked her Domestic RHI accreditation, leading to significant financial loss and distress, arguing they misunderstood facts and failed to use discretion.
Office of Gas and Electricity Markets (Ofgem) (P-003290)
UK Government
Closed After Initial Enquiries
Business and regulation
AI summary: Mr A complained Ofgem delayed changing its decision to stop his Domestic Renewable Heat Incentive payments, causing him financial losses.
Office of Gas and Electricity Markets (OFGEM) (P-002429)
UK Government
Closed After Initial Enquiries
Business and regulation
Business and regulation
AI summary: Mr P complained Ofgem withdrew his eligibility from a renewable heat scheme. He alleged Ofgem did not consider his issues or allow him to explain events after system parts were decommissioned, resulting in lost funding.
Office of Gas and Electricity Markets (P-003861)
UK Government
Closed After Initial Enquiries
Heating benefits
AI summary: Mrs O complained that Ofgem wrongly rejected a company's Tariff Guarantee application for the NDRHI scheme, leading to substantial lost payments.
Office of Gas and Electricity Markets (P-002029)
UK Government
Closed After Initial Enquiries
Complaint handling
AI summary: Ofgem wrongly demanded repayment of DRHI payments, alleging her fuel wasn't on the approved list, despite her belief its system is flawed.
Office of Gas and Electricity Markets (P-001657)
UK Government
Closed After Initial Enquiries
Complaint handling
Business and regulation
AI summary: Ofgem refused four applications under the Non-Domestic Renewable Heat Incentive Scheme, not accepting planning permission evidence, which prevented business expansion.
Office of Gas and Electricity Markets (P-001474)
UK Government
Closed After Initial Enquiries
Business and regulation
AI summary: Mr A complained OFGEM unfairly applied guidance on the Feed-in Tariff scheme closure, issuing clarification too late. This resulted in him losing entitled annual payments.
Office of Gas and Electricity Markets (OFGEM) (P-001107)
UK Government
Closed After Initial Enquiries
Business and regulation
AI summary: Mr O complained Ofgem wrongly cancelled his Renewable Heat Incentive payments, arguing it misinterpreted regulations and didn't consider the pandemic's impact on his heating system repair.
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.