A PSO complaint should explain what the public body or NHS organisation did wrong, why that amounts to poor administration/service, the injustice caused and what would put it right.
Former name: Until 30 September 2026, the organisation was known as the Parliamentary and Health Service Ombudsman (PHSO).
PSO is the final stage, so include the organisation’s final complaint response and show why it did not resolve the issue. Its Principles provide a useful framework for evaluating administration, complaint handling and remedy.
For UK government-department complaints, remember the MP referral requirement.
Key points
- Complete the organisation complaint process.
- Use the correct NHS/government referral route.
- Explain fault and injustice.
- Use PSO Principles where they illuminate the administrative failure.
A useful complaint structure
| What happened | Short chronology |
|---|---|
| What should have happened | Law, policy, published standard or good administration |
| What went wrong | Specific maladministration/service failure |
| Injustice | Effect on you |
| Remedy | What should now happen |
Reasons and records
PSO principles expressly emphasise clear reasons, proper information handling and reliable records. If those are central to the complaint, identify the missing/inconsistent record and why it matters to the decision.
Remedy should match injustice
Where possible, ask to be restored to the position absent the fault. If that cannot be achieved, explain what practical/financial remedy would fairly recognise the impact.
NHS and UK-government complaints reach PSO differently
PSO is normally the final stage after the organisation has had a chance to respond. NHS complaints in England can be taken to PSO directly once the local route is exhausted. Complaints about UK government departments and certain other public organisations are subject to the statutory “MP filter”: the complaint must be referred through a Member of Parliament. PSO says complaints should usually reach it within a year of the person becoming aware of the problem, although it has some discretion where there are good reasons for delay.
Show injustice, not just administrative fault
Explain what the alleged maladministration or service failure caused: worsening health impact, avoidable cost, lost opportunity, uncertainty, distress, delay or another practical consequence. Then state what would put matters right. This helps PSO assess both whether an investigation is warranted and what remedy would be proportionate.
In practice
- Do not simply attach the entire internal complaint file; give PSO a map.
- Quote the final response on each disputed issue.
- Protect the statutory time limit.
What to do
A practical next-step plan
- Obtain final response.
- Check eligibility/time limit/MP requirement.
- Prepare a short issue schedule.
- Submit key evidence.
- State proportionate remedy.
Common traps
Things that often confuse the issue
- Using PSO for local council complaints.
- Raising a wholly new issue the body never had a chance to answer.
- Ignoring statutory appeal rights.
Evidence worth keeping
Challenge a final response by issue, not emotion.
Submission structure.
1. Jurisdiction and local-process status. 2. Numbered issues. 3. Key chronology. 4. Evidence references. 5. Injustice. 6. Remedy. 7. Any urgent vulnerability/access needs.
For central-government complaints, obtain the MP referral early enough that the procedural filter does not become the reason a timely complaint is lost.
Translate the history into maladministration/service failure.
State the standard, what happened, evidence and injustice. Avoid making the Ombudsman reconstruct a five-year correspondence chain. If the issue is clinical, identify the disputed clinical decision separately from complaint-handling and administrative failures.
Finish the local complaint, or document why it has become unreasonable to wait.
PSO expects the organisation to have had an opportunity to respond. Its NHS guidance also recognises situations where the complaint has not been dealt with after six months. Keep acknowledgements, agreed timescales and chasers so delay is evidenced rather than asserted.
PSO has two main routes that consumers often confuse.
For NHS services in England, you can approach PSO after the local complaint process. For complaints about UK government departments and certain public organisations under the parliamentary jurisdiction, the complaint normally has to be referred through an MP.
Current organisation
Formerly PHSO, now the Public Service Ombudsman
From 1 October 2026, current public-facing references should use Public Service Ombudsman or PSO. Historic documents, legislation and quoted material may still use the former Parliamentary and Health Service Ombudsman name.
Jurisdiction
Government-service and NHS complaints have different entry routes
| Complaint type | Starting point | Check |
|---|---|---|
| UK government department or agency | Complete the organisation’s complaint process | Whether the organisation and subject are within PSO jurisdiction |
| NHS service in England | Complete the relevant local NHS complaint route | Whether local resolution is complete and PSO can investigate |
| Decision with tribunal or court rights | Protect the legal remedy | Whether PSO is restricted because a legal remedy exists or existed |
Official sources
Check the rules behind this guide
These are official or primary sources for this topic. Rules, scheme terms and deadlines can change, so check the live source before relying on a formal time limit or procedure.