By David Czarnetzki

Periodically, I take a look at TrustPilot to see complainant reviews about the Parliamentary and Health Service Ombudsman (PHSO). Paula Sussex took up the role on 1st August 2025. Since that date and up to 28th February 2026, 36 reviews have been posted, 13 of them in 2026 alone. None paints a picture of complainant satisfaction.

It is clear that Paula Sussex cannot be held totally responsible for this negative feedback about the organisation she has inherited, as most of the reviews relate to cases started before she took office.

However, there is one review that really caught my eye. It is reproduced below. I must stress verification of the review or its author has not, as yet, been possible. However, it does provide some insight as to why there is such dissatisfaction with the organisation.

I worked as a caseworker here.

The Public Administration and Constitutional Affairs Committee (PACAC) has opened an inquiry into PHSO. The date for public submissions to that inquiry has now closed and it should not be too long before Paula Sussex is called before the committee. It will be the first parliamentary review of the Ombudsman by the new committee and the first for the new broom.

If you have missed the chance to submit evidence to PACAC, all is not lost. Last week, the Ethics and Integrity Commission issued the following press notice:

PRESS NOTICE 3 March 2026

CAN OMBUDSMEN HELP DETECT SYSTEM FAILURE? – NEW REVIEW BY THE

INDEPENDENT ETHICS AND INTEGRITY COMMISSION

The newly established independent Ethics and Integrity Commission (EIC) has today launched its first Review, exploring the role of public service ombudsman schemes in identifying wider systemic failures.

Recent years have seen a wave of lengthy and expensive inquiries revealing major public sector failures. The EIC will investigate whether the current ombudsman framework allows for the early detection of underlying problems, and whether an enhanced role for these schemes could help bring about more timely improvements to public services.

This review builds on the 2025 report, Recognising and Responding to Early Warning Signs, which identified a desperate need to spot “red flags” before they escalate into national tragedies.

EIC Chair Doug Chalmers said:

“We want to look at whether the powers public sector ombudsman have, and the way they currently operate, enables them to pick up themes and highlight developing problems in our institutions.”

“Scandals like Grenfell Tower, Infected Blood, and the tragic death of Awaab Ishak all proved that the cost of systemic failures is unacceptable. The EIC will explore whether the unique vantage point of ombudsman schemes – informed by the volume and nature of public complaints – offers a significant opportunity to recognise early warning signs. We want to see whether their perspective can be better utilised, to address issues before they escalate, with the ultimate goal of preventing future tragedies.”

The Review will:
● inquire into the public’s expectations of the role of the modern public sector ombudsman;
● consider how ombudsman schemes should balance handling complaints made by individuals with identifying and investigating systemic failings and supporting public bodies with institutional learning;
● identify the powers required by ombudsman schemes in order to be able to investigate systemic failings and any barriers to initiating systemic investigations;
● identify the appropriate oversight mechanisms required for any proposed changes;
● examine whether advisory Complaint Standards are sufficient for encouraging high
standards of complaints handling in the public sector or whether ombudsman Complaint Standards should be statutory;
● consider whether the recommendations of ombudsman schemes should be binding;
and
● explore ways to make it easier for the public to navigate the public sector
ombudsman landscape.

The Commission has issued a call for evidence, inviting stakeholders, experts, and the public to contribute their views.

The closing date for submissions is 30 April 2026.

The Commission intends to publish the review findings in the new year.

I reiterate that the closing date for submissions is 30th April 2026 and the link to the terms of reference is here.

My message to the person who made the Trustpilot review is to consider making a submission. Your inside experience of PHSO is invaluable. We at PHSO The True Story would also like to hear from you, in confidence, ahead of 30th April. The contact email is  phso-thefacts@outlook.com