They are bureaucratic and ultimately unhelpful organization.
I'm convinced the Parliamentary and Health Service Ombudsman PHSO is run by self-serving individuals
Who lack a basic understanding of accountability and transparency.
They could not find their way out of a wet paper bag with a map, compass and clearly marked exits.
It’s a lot of effort to understand the complaints process, make a complaint and get a response
It requires a lot of effort even before you get the PHSO.
By choosing not to investigate the PHSO are effectively saying they don’t care.
The PHSO has done more harm than good. They support the very organisations they are supposed to monitor.
The DWP complaint process has two pathways: email or postal address.
Neither are accessible.
So The PHSO supports the DWP not having an accessible complaints policy.
The PHSO chose what complaint to investigate.
So the organisation having a complex and confusing complaint policy putting the complainant at a disadvantage
ultimately benefits the organisation because people are discouraged from making genuine complaints.
The few complaints that do get raised are seen as isolated incidents.