3,294 published decisions from the Public Services Ombudsman for Wales. The Public Services Ombudsman for Wales investigates complaints about public bodies in Wales — local authorities, NHS bodies, and the Welsh Government. Source: ombudsman.wales.
Mrs A complained that Aneurin Bevan University Health Board failed to respond to the complaint she submitted in July 2025. The Ombudsman found that the Health Board had failed to provide Mrs A with a formal complaint response. The Ombudsman said this caused uncertainty and …
Mrs A complained that the Health Board had failed to respond to her complaint and of its lack of communication. The Ombudsman found that the Health Board failed to investigate the complaint within the relevant timescale and it failed to keep Mrs A updated. She …
Ms C complained about the actions of the Health Board in determining whether her father, Mr D, was eligible for NHS Continuing Health Care (“CHC”) funding. Mr D had significant and specific care needs due to early onset dementia. The Ombudsman investigated whether: a) the …
Ms A complained that the Practice failed to respond to aspects of the complaint she submitted in June 2025. The Ombudsman found that, while the Practice had responded, it had failed to respond to all of the concerns raised. The Ombudsman said this caused uncertainty …
Mr A complained that Betsi Cadwaladr University Health Board had not fully addressed his complaint about the care provided to his late mother. The Ombudsman found that the Health Board’s complaint response had not adequately addressed the concerns Mr A had raised in his complaint. …
Mrs C complained that Hywel Dda University Health Board (“the Health Board”) asked her and her son inappropriate questions as part of an ADHD assessment, which caused them unnecessary distress. The Ombudsman recognised the concern that the questions had caused, but decided that the use …
Mr C complained about the care that Swansea Council (“the Council”) provided to his son, Mr A, who is an adult with support needs. He raised concerns about safeguarding, communication, representation and management of finances. Mr C also complained that the Council had failed to …
Mrs A complained that Betsi Cadwaladr University Health Board failed to provide sterile and hygienic catheter care, and support her in her catheterisation regime, whilst she was inpatient. Mrs A believes that this resulted in her contracting an infection. The Ombudsman identified that it was …
Mr B complained that Newport City Council failed to respond to his complaint about money being debited from his wife’s account. The Ombudsman found that whilst the Council had responded to Mr B, it had failed to log a formal complaint. She said that this …
Mrs A complained that if her son, Mr B, had been appropriately scanned, assessed and investigated following his hospital admissions in July and August 2023, his brain tumour could have been detected earlier, allowing treatment to start sooner. The investigation specifically focused on whether Mr …
Mrs C complained about whether the standard of care provided to her mother, Mrs B, for the management of her cataract (when the lens in the eye develops a cloudy patch) to her right eye was clinically appropriate and timely. The investigation found that Hywel …
Mrs A complained about the care and treatment provided to her late husband by Betsi Cadwaladr University Health Board. Mrs A was dissatisfied with the Health Board’s response to her complaint. The Ombudsman found that, although the Health Board had investigated Mrs A’s concerns, the …
Miss C complained about the care and treatment provided to her by Cardiff and Vale University Health Board in its management of her early pregnancy loss. The Ombudsman found that the Health Board’s complaint response to Miss C was not compliant with The National Health …
Mrs A complained about the care and treatment provided by Cardiff and Vale University Health Board following a colposcopy in January 2025. Results were not available for 10 weeks, which led to a delay in diagnosis and treatment for cervical cancer. Mrs A also complained …
Mr A complained that Cardiff Council failed to respond to his complaints that he submitted in October 2025. The Ombudsman found that the Council had responded to Mr A’s initial correspondence however it had overlooked his second complaint. The Ombudsman said that this caused uncertainty …
Mrs A complained that Swansea Council failed to respond to the complaint she submitted. The Ombudsman found that, while the Council had logged the complaint in April 2025 and provided discussion notes to Mrs A, it did not provide a formal complaint response. The Ombudsman …
Ms A complained that the Health Board’s complaint response failed to address all her points, lacked detail and explanation and did not inform her of the next steps regarding her treatment. The Ombudsman found that the complaint response lacked detail. The Ombudsman said this left …
Mrs B complained about the discharge planning in respect of her daughter, Miss A. The investigation considered whether the discharge planning prior to Miss A’s discharge on 23 January 2023 was appropriate and met her needs. The investigation specifically considered whether an updated risk assessment …
Mr A complained about the care and treatment provided to him by the Health Board from March to September 2024 and about the response to his complaint. The Ombudsman found that, although the Health Board had responded to Mr A’s complaint, it had not provided …
Ms A complained that Monmouthshire County Council failed to respond to a complaint she raised concerning a 4 year road closure due to a collapsed wall. The Ombudsman found that the Council missed the formal complaint which caused additional frustration and uncertainty for Ms A. …
Mr C made a complaint on behalf of his brother, Mr B, about whether Cardiff Council (“the Council”) acted in accordance with relevant legislation, policy and procedure (internal and external) and considered all information submitted when determining an application made for a Disabled Facilities Grant …
Dr B complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, which she submitted in April 2025, regarding the care and treatment provided to her late brother. The Ombudsman found that the Health Board had failed to issue a …
Ms A complained about the care and treatment provided to her husband, in particular from the Cardiology team. The assessment found that the Complainant had requested an explanatory meeting with treating clinicians, but that this was yet to be arranged. The Ombudsman decided to settle …
Ms C complained about the care and treatment provided to her late mother, Mrs B, by the Health Board following hip replacement surgery in December 2023. The investigation considered whether it was clinically appropriate for Mrs B to have a general anaesthetic for her surgery, …
Mr A complained about the Council’s decision to reject his request for post-16 additional learning needs (“ALN”) transport for his daughter. The Ombudsman considered that the eligibility criteria which the Council had applied was not available to the public at the time of the request, …