Klage/Fwd: PHSO: Your complaint about us
Erik Ribsskog
To: "emb.london"
Cc: Phso Enquiries
Hei,
disse, (den britiske ombudsmannen), er bare fulle av dritt, (vil jeg si).
Jeg leste i Dagbladet, at alle hadde rett, til å få sin asylsøknad behandlet.
Men det nektet britene meg, rundt 2010.
Og så har denne ombudsmannen bare kvemet, (og latt som at de er dumme og kastet bort min tid), i e-post etter e-post, etter at jeg klaget, for cirka et år siden, (etter at jeg leste den nevnte Dagbladet-artikkelen).
Erik Ribsskog
---------- Forwarded message ----------
From: Smith Philippa
Date: Thu, Feb 25, 2016 at 11:58 AM
Subject: PHSO: Your complaint about us
To: "eribsskog@gmail.com"
Dear Mr Ribsskog,
I write further to your emails of 19 December 2015 and 1 February 2016. These have been forwarded to the Customer Care Team for reply. This is because the Customer Care Team deal specifically with complaints about our service and decisions.
I start by sincerely apologising for the delay in responding to your correspondence. At present, it is taking us longer than we would like to start our work on complaints about our decisions. We look to provide excellent customer service and I am sorry we have not been in touch with you sooner. We are updating our ways of working and have recruited more staff so we can start work on cases far sooner in future. I appreciate this does not change your experience and I am very sorry for this. I hope however that it will reassure you that we are working hard to meet demand and offer a more efficient service.
You say our decision that your complaint is not ready for us to look at is ‘moronic’.
I am sorry you are unhappy with our decision. When we receive a complaint about one our decisions, we look carefully at whether we should review our decision. I would like to take the opportunity to first explain how we consider such requests.
Once we have given our decision on a complaint, this is final unless we see evidence that suggests we got something wrong. We understand that people may not always agree with our decisions and I recognise you think our decision was wrong. However, we will not be able to review our decision just for that reason.
When someone asks us for a review, we do not automatically look at the whole of the original complaint again. Instead, we to see if we took account of all the relevant evidence and made a fair decision based on this.
For us to carry out a review, we need you to show that:
• We made our decision based on information that contained facts that were not accurate and which could change our decision; or
• You have new information that was not previously available and which might change our decision; or
• We overlooked or misunderstood parts of your complaint or did not take account of relevant information, which could change our decision.
We have looked at the information you gave us in your emails. At this stage, we have not seen information from you that meets the review criteria I have explained above. Therefore we will not be reviewing our decision at this point.
You have not provided any information or evidence to show our decision is wrong. I have also seen that Joslyn Gooding, Customer Service Officer, made enquiries with the Home Office to get a response to your complaint. They told you in a letter dated 23 November 2015 that you could ask for a review of their decision on your complaint.
If you think our decision is wrong, we would need you to show us evidence that you have completed the complaints process with the Home Office. You will also need to refer your complaint to us through an MP.
I am sorry you are unhappy with our decision. I hope I have clearly explained why we have decided not to review our decision at this point and what we will need from you to consider your concerns further. I also apologise that we have not been able to inform you of this sooner.
Please do not hesitate to contact us on 0345 015 4033 (option 3) if you have any questions.
Yours sincerely
Philippa Smith
Customer Care Officer
Customer Care Team
Parliamentary and Health Service Ombudsman
T: 0300 061 1543
E: Philippa.Smith@ombudsman.org.uk
W: www.ombudsman.org.uk
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