The Parliamentary and Health Service Ombudsman
Tuesday, 21 July, 2020

The Parliamentary and Health Service Ombudsman was seeking views on the Complaint Standards Framework in relation to its clarity, goals, support, organisational expectations and how the Framework might change moving forward, incorporating the lessons learnt from COVID-19. The College’s response to this consultation also discusses some areas of weakness in the Framework expressed by the Lay Advisory Committee, and how the Framework could adapt to overcome these shortcomings. The methods to embed the Framework in complaints process are discussed in this response.