On the 14th July, PHSO released its first annual report with Paula Sussex at the helm. It has indeed been a record-breaking year for the Ombudsman.
In the Foreword (p8/9) we can see Ms Sussex in a picture reminiscent of a posed school photograph. One hand holding a pen (industrious), while the other rests on an important document. She is pondering how to deal with a “significant increase in complaints”.
Look, here’s mine from 1961. One hand placed upon a train (going places) while in the background a globe.
Sussex uses the foreword to remind us that her mission is to “increase our impact”
So, how has she done? Well, in 2025/26, PHSO decided 9.8% more complaints than in 2024/25 and accepted 31% more complaints for primary investigation. (p39) So far so good.
But only detailed investigations can lead to a decision to uphold and unfortunately, these decreased by 8.17%.
Not only were there fewer detailed investigations, but these led to fewer upholds (see Failings or injustice identified, with recommendations made), down by 15.4%.
To summarise, more people made complaints that met the remit for investigation (+ 3,655 or +9.8%), but fewer cases were given a detailed investigation (-59 or -8.17%) and fewer complaints were upheld (-84 or -15.4%). Just how this qualifies as successfully increasing the impact of the Ombudsman is anyone’s guess.
PHSO has been on a continual downward trajectory since Rob Behrens took office in 2017, and Ms Sussex appears to be following his lead. Barely 2% of all complaints receive a full investigation and in 2025/26 just 1.1% received any form of uphold (this data includes partial upholds).
I wonder if anyone in senior management ever mentions the low uphold rate as a factor in the ‘systemic’ rise in complaints? I doubt it.
As more people complain and even more people get turned away with nothing, soon everyone will know how useless this government quango really is. Oh, I nearly forgot. PHSO did manage to break another record in 2025/26. They managed to spend £51.9 million upholding 461 complaints. That’s approximately £113,000 per upheld case. But of course Ms Sussex would argue that PHSO do a lot more than just uphold complaints. They train public sector staff and write important reports such as “Improving conversations in end of life care”. Nothing usually happens as a consequence of such reports landing on the desks of government ministers, but no matter. It gives everyone something to do.
It’s not easy for Ms Sussex to carve out her niche when Behrens has already crafted a ‘successful’ process of disposing of complaints and received a knighthood for it. So how about a rebranding exercise? (p9)
As a core part of building understanding of
our role and mission, this year also marked an
important step in the evolution of our identity,
as we prepare to change our name to the
Public Service Ombudsman. Built on research
and testing with the public and our colleagues,
our new name will better reflect what we do
and help more people find and use our service.
Have no fear, the rebranded Public Service Ombudsman (PSO = please sod off) will continue to protect public services from public accountability. It will probably cost a few £M, (hence the predicted rise in expenditure for 26/27) as private consultants and graphic designers are called in and Ms Sussex will no doubt take great care over the choice of colours for the new logo. What was that saying about Rome burning?
phsothetruestory 
I heard that ” only detailed investigations can lead to a decision to uphold ” and unfortunately I’m waiting and set to see or feel the impact of that being taken seriously. My complaint (2009) is yet to be examined with fact or detail being drivers for decisions made . Should I remind them, or PACAC? or will that just count against me as before when my contact was blocked by PHSO for being more honest that is permitted in investigations. Why don’t I just give up, forget all, save myself in the time I have left.
The lying deceit and smoke screens I (we?) have seen answer my questions; with RBehrens being the ace-faker ‘on a mission’ to close down complaints. But I’m still waiting for JMellor’s apology for the maladministrations carried over since PHSO was handed NHS complaints.
Pre-determination or Assumptions being made, is how we saw it in investigations over too many years, and nothing changed as a result of being found out in 2015. The assumptions continued through Behrens reign, with no material affect on NHS investigations or kowtowing by Behrens’ people. Inveterate deceiver and complainant denigrator Behrens vile response to me pushed me to seek therapy to save myself in 2020. Speaking to person / persons who had been through serious abuses and denigrations themselves taught me a thing or two about the futility of fighting corruption , no matter how good my intent. It’s their (govt services) intent that you will be defeated no matter the cost to you, and ways will be sought to crush you and reward the ignorant, and that was seen with Behrens ‘brown envelope’ conclusion of tasks performed to redeem PHSO corruption as standard procedure in Govt. ‘know-how’ & supercilious character.
Yes, I (we?) all did our best for failures yet to be seen, and the sadness of those suffering the same mistakes being made, time after time. And it was obvious to all those of us with ‘vision’ through experience, that the mismanagement of Abraham, Mellor, Behrens et al were not the stuff that would listen, learn or fulfil our dreams of improving their systems of cover-up and illegal abuse of complainants. And now, why should we care? A chat with a friend; a Dr of psychology and complaint responses over the years; telling me to pull back; let them do what they do; you will not be allowed to change anything; you’ll only end up wrecking yourself And your life left to live… remember your son for the life he had before, and the pleasures brought to family and friends when he was well. Celebrate that, and dont get involved in the politics of Govt. maladministration and its effects on me, my family, or future potential failures affecting others.
It was too difficult. I didn’t listen to him. I thought I could help others in the same position; No, it just continues and it destroys lives seen as of no importance to potential national benefit.
Behrens was the last (‘p1ece0fsh1t’) of the PHSO failures who’s pushed me to consider ending my life, and didn’t give a toss. Fortunately I found the right person to awaken me to the abuse it was, and I still benefit from their advice –far distant from UK ‘helplines’– and that of others who help me stay on track, and realise that ‘self-help’ methods can change ones mind to see better and, in effect, reverse the damage done to ones-self.
The anger still boils, but I have control of the situation in changing my views and seeing the futility of it all through new eyes, and being able to ‘read’ the jobsworths involved and the disservices done through their own pomp and weaknesses.
I now look forward to an extended and valuable life through new interests and successes I’d never before have conceived-of, satisfied that the problems created for me and for future victims are documented… filed… done-with, for exposure as may yet be useful as necessary should PACAC be replaced with some experienced team far more valuable to UKplc than at present.
Again, thank you for all group help to me and value to future victims. Colin
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Well said Colin. They are indeed corrupt and callous. Remember ‘no worthwhile outcome’ as a reason to close down cases. Justice for your loved one not worthwhile. This now replaced by the deceitful euphemism of ‘public value model’ brought in by Behrens. They don’t care about us and their rhetoric is just empty words. Glad you have managed to come through the nightmare. And you certainly have been of value to others going through the same.
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Colin. Thank you for expressing yourself so clearly and demonstrating the devastating effect the ‘Establishment’ had on you. It is bad enough to lose a loved one, but to have the loss compounded by ‘the system’ can only make the loss several times worse. We know others are going through similar experiences as yourself and I find it highly likely that the passage of time only allows those currently holding responsible positions to make ineffective tweaks preventing truth and accountability to prevail, eventually citing cases such as the death of your son as ‘historic’. The Public Office (Accountability) Bill is currently going through Parliament. This is know as ‘The Hillsborough Law”. That tragedy occurred in 1989 so it has only taken 57 years to start getting something on the Statute Book. I do hope you do find some peace and take comfort that you have been a pioneer in telling your story which is documented for history.
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Hello Della.
Thank you for sharing your article.
Please can I have your permission to quote all or part of the article with full credits to you, of course.
I have been lobbying my local MP for legislative reform of the PHSO, as called for by PACAC. My MP forwarded me the
‘Parliamentary and
Health Service
Ombudsman Scrutiny
2022–23: Government
and PHSO response
Third Special Report of Session
2023–24’
which included a list of PACAC members.
I am compiling a letter for the attention of all PACAC members and wanted to include your article.
Also, I am speaking to civil liberties and human rights solicitors and lawyers about my own grievances against two NHS Trusts. I wanted to push for legal representation of multiple disenfranchised service users similar to the the Post Office Group Litigation and the ex-gratia Group Litigation Order (GLO) Compensation Scheme following the Horizon scandal and I think it would help if I could present your articles.
Kind regards,
Mark Stock
https://www.fourandtwentydeadcrows.com/post/latest-issues-28th-march-2026
http://www.fourandtwentydeadcrows.com
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Be my guest Mark. And all power to you. Please keep us in the loop.
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Hi Mark. Can you tell us who your MP is. Other complainants might also be in the same constituency.
David
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Sure. My MP is Luke Murphy, Basingstoke.
The following MPs are current members of the Public Administration and Constitutional Affairs Committee
Dame Jackie Doyle-Price (Conservative, Thurrock (Chair))
Ronnie Cowan MP (Scottish National Party, Inverclyde)
Jo Gideon MP (Conservative, Stoke-on-Trent Central)
David Jones MP (Conservative, Clwyd West)
John McDonnell MP (Labour, Hayes and Harlington)
Damien Moore MP (Conservative, Southport)
Tom Randall MP (Conservative, Gedling)
Lloyd Russell-Moyle MP (Labour (Co-op), Brighton, Kemptown)
Karin Smyth MP (Labour, Bristol South)
John Stevenson MP (Conservative, Carlisle)
Beth Winter MP (Labour, Cynon Valley)
I will be writing to all members of PACAC.
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That’s an old list Mark. It’s not those people now.
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That was the list given to me by my MP a couple of weeks ago, Della. Do you have a list of the current members of PACAC?
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Here you go https://committees.parliament.uk/committee/327/public-administration-and-constitutional-affairs-committee/membership/
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Thank you for directing me to the current PACAC membership.
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Sadly no-one on the PACAC is likely to reply to you, at least not meaningfully or constructively. But it can’t do any harm.
The Committee adheres pretty closely to the formal limits of its responsibility for the PHSO, who is treated as an independent person.
You might ask your MP to write to the relevant Minister, and the Cabinet Office Guide says that your MP should receive a reply from the Minister. But that Guidance is not always followed!
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I’ve just sent a lengthy document to the PACAC members. I will be sending the same document to the 405 Labour MPs currently sitting in the House. In the meantime I will be approaching Civil Action lawyers throughout the country to posit the idea of a Civil Action lawsuit against the PHSO. I absolutely understand the enormity of the task ahead but it needs to be done.
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It certainly does.
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Thank you for writing this blog and thanks to Nicholas Wheatley for his help with the stats.
The blog includes,
‘I wonder if anyone in senior management ever mentions the low uphold rate as a factor in the ‘systemic’ rise in complaints? I doubt it.’
It appears that the view held is that the majority of the complainants have little to complain about and so shouldn’t be taken seriously.
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This is a great analysis of the latest PHSO figures. The pattern of more complaints accepted but fewer detailed investigations and even fewer upholds will be familiar to many who have used the service.
My own experience with the PHSO in relation to Derbyshire Healthcare NHS Foundation Trust followed a similar trajectory. An initial investigator indicated that my complaint would be upheld and prepared a draft report in my favour. Shortly afterwards the investigator was replaced, the draft report was destroyed, and a fundamentally different report was issued that did not uphold my complaint. I later discovered the Ombudsman was mates with the Trust’s CEO both were who soon to be removed from public office for covering up . It’s open corruption here in grubby UK.
I have documented my experience here for anyone interested:
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Sir Rob became Ombudsman nine years ago and embarked on ensuring organisations themselves had robust complaint handling. The real question to ask is why, after nine years of effort, PHSO is receiving more complaints annually about these organisations. If this strategy is really successful, we should expect the number of complaints to the Ombudsman to drop. If Paula Sussex continues along the same path, we can probably expect the trend of increased complaints to continue.
PHSO, or whatever it morphs into after its name change, should focus on more detailed investigations such as the WASPI one which the former Prime Minister, Sir Kier Starmer, ignored.
On the subject of the WASPI case, the PHSO Annual Report is silent on the matter. They have missed the opportunity to support the case for their own powers to be enhanced and decisions to be binding on every Government Department and the NHS
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They don’t want binding powers which tells you all you need to know.
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PSO = ‘Please Sod Off’. Like it!
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My book, The Last Two Days: A Husband’s Search for Truth, Transparency and Understanding, is now available on Amazon.
I wrote it following the death of my wife, Pauline, and my attempts to understand what had happened and obtain answers. Although the book begins with her final hospital admission, much of it follows my journey through the NHS complaints process and, particularly, my experience with the Parliamentary and Health Service Ombudsman (PHSO).
The book examines concerns around transparency, the evidence considered, the involvement of complainants and the independence of the PHSO process. Following the PHSO’s final report, I went through a further OAT investigation, before later obtaining records through a Data Subject Access Request (DSAR).
The DSAR revealed information that raised further questions about the investigation and the evidence that had been considered. I put those questions forward, but they were ultimately met with silence.
My goal in writing the book was not only to document my experience, but to provide the Trust, the PHSO and my MP with hard copies for reflection. That has now been achieved, and I wait with bated breath to see whether there will be any response.
The book is based on the records, correspondence, investigation documents, meeting transcripts and other evidence from my journey. I hope it may also be useful to others who have found themselves facing similar processes.
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Well done to you. All we can do is reveal the truth and warn others.
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Spot on Della, and funny too!
Sorry to go on about it, but Sussex (no doubt to be Dame Paula in due course) seems entirely unconcerned about the fact that 18 months ago the Welsh Ombudsman found that Hilsenrath, the current CEO, had (I’ll be careful) made statements to me as CEO of the EHRC in 2020 for which there was “no evidence”. In my purely personal opinion(!) that is lying and also something called “maladminstration”. When I asked for the PSOW’s recommendations to be followed up – further questions and investigation – the PHSO (under Hilsenrath, at that time – February 2025 – Acting Ombudsman!) shut the whole thing down and refused to take any further action.
Fancy that!
I hope that before Christmas this year the Information Tribunal will rule that the EHRC must disclose the outcome of its 2021 investigation of Hilsenrath’s 2020 COVID lockdown breaches. The wheels of justice grind exceedingly slow – I made the request two years ago and the Information Commissioner ordered the EHRC to cough up the information over a year ago. Then we shall find out whether Hilsenrath was entirely truthful with the PHSO in 2021 when she applied for and secured the role of Director of Strategy (£120k a year) and then when she applied for and got promotion to CEO (£140k a year) in 2023. It perhaps goes without saying that her conduct at the EHRC could also have had some bearing on things, if there had been any sort of real transparency, when she submitted herself to Parliament as a candidate to be Acting Ombudsman in 2024.
Her and Baroness Falkner’s pronouncements about the lockdown breaches and the subsequent investigation – Hilsenrath resigned before any real progress could be made, and avoided disciplinary action – are all already in the public domain.
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They protect their own Mark. Don’t hold your breath!
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This is a great blog. The PHSO (or PSO) have been claiming a record breaking year while busily giving people’s complaints the elbow! The idea that they “will increase our impact” is patent nonsense. Is there any evidence of “system-level change that will make public services work better for everyone”? There is certainly evidence that it fails to make an impact, such as the Women’s State Pension Age decision by the PHSO which has been ignored by the government. There is a lot of evidence that the PHSO does not deliver “fair and impartial justice” with a feeble uphold rate of 1% for complaints. The PHSO is a busybody make-work organisation that fails to deliver justice or system-level change. Unfortunately Parliament seems to like it that way.
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As ever, a brilliant summery of ‘goings on at the top’.
Thank you to those who lets us see the light for the trees! Just keep paying your tex bill, your country needs it!
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