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 there were repeated failures by Welsh Ambulance Services University NHS Trust (“the Trust”) to appropriately prioritise an emergency response when her husband, Mr A, called 999 after midnight on 30 May 2025, resulting in a significant delay in his receiving appropriate …
Mrs A complained that she had not received a complaint response from Swansea Bay University Health Board (“the Health Board”), despite complaining 7 months ago. At assessment, the Ombudsman found that the Health Board had not provided a complaint response to Mrs A. The Health …
Mr A complained that Powys County Council failed to respond to the complaint regarding the length of time to hold the multi-agency meeting. The Ombudsman found that, while the Council had provided explanations regarding other concerns, it has not addressed the matter of the delays …
Mrs A complained that there was a failure by the GP Practice to refer her brother to secondary care in a timely manner between March and May 2024. As a result, there was a delay in identifying that his previously diagnosed bowel cancer had spread …
Mrs X complained that Conwy County Borough Council failed to provide her son with appropriate educational provision. She said that this resulted in significant gaps in his education, emotional wellbeing, and social development. The Ombudsman noted that the Council had provided a response to Mrs …
Miss A complained that Betsi Cadwaladr University Health Board had failed to arrange a meeting which she requested in September 2025. The Ombudsman found that the Health Board had failed to arrange a meeting with Miss X and her advocate. The Ombudsman said this caused …
Mr A complained that Bridgend County Borough Council failed to respond to the complaint that was referred to the Council by our office in June 2025. The Ombudsman found that the Council failed to respond to the complaint raised which the Ombudsman said caused uncertainty …
Mrs B complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, which she made to it in May 2025. The Ombudsman found that the Health Board had failed to issue a complaint response. She said this caused frustration and …
Mrs H complained that Hywel Dda University Health Board failed to issue a response to her complaint which, she made to it in May 2025. The Ombudsman found that whilst the Health Board had not provided a response to Mrs H’s complaint at the time …
Mr C complained that Wrexham Council had refused to repair a damaged water pipe, leading to dampness in his property. The Ombudsman decided that the Council’s investigation of Mr C’s complaint was not sufficiently robust. She decided to settle the complaint without an investigation. The …
Mrs C complained that Hywel Dda University Health Board had failed to arrange a face-to-face meeting regarding the treatment and care her late mother had received. The Ombudsman found that Mrs C had complained to the Health Board 7 months ago and had still not …
Ms B complained that Pobl failed to address and resolve certain matters of her complaint in its complaint response. The Ombudsman found although most matters of Ms B’s complaint had been addressed, certain issues had not been addressed. The Ombudsman decided to settle the complaint …
The investigation considered whether the dentures provided to Mr A were clinically appropriate, including the advice provided about their longevity. By way of an outcome Mr A wanted the cost of the dentures reimbursed. The Dental Practice agreed as part of a settlement to reimburse …
Mr A complained that his place on the waiting list for surgery was reset when he rearranged an appointment. The Ombudsman recognised the language used in the complaint response may have led to confusion. However, as Mr A gave prior notice of his inability to …
Mrs A complained about her brother, Mr B’s, care and management by the Health Board. We investigated her concerns about whether Mr B’s clinical management between January and June 2023 was appropriate. We also investigated whether the cancer diagnosis Mr B received in May 2024 …
Ms B complained about the care and treatment she received from Cwm Taf Morgannwg University Health Board. The investigation considered whether the care and treatment provided to Ms B on 23 December 2023 led to increased risk of her later diagnosis of post-dural puncture headache …
Ms L complained, about how the Trust responded to an emergency call from her late mother, Mrs F. The investigation focused on whether the emergency call was triaged appropriately and reasonably and whether an upgraded priority assigned to the call, following failed attempts to contact …
We investigated Mr A’s complaint against a GP Practice in the area of Aneurin Bevan University Health Board (“the Practice”) that 2 safeguarding referrals made by the Practice to Social Services were not appropriate. The investigation found that both referrals were appropriate and the complaint …
Ms A complained that Caredig (“the Housing Association”) failed to address disrepair in her property. The Ombudsman recognised that despite the Housing Association advising some works had been carried out, that Ms A continued to report disrepair and remained dissatisfied. The Ombudsman sought and gained …
Mrs B complained that Cardiff and Vale University Health Board had not properly assessed her son, Mr A’s mental health needs. She said that he had been discharged from services without support and she was worried about his welfare. The Ombudsman decided that there had …
The Ombudsman received a complaint that a Member (“the Member”) of Newport City Council (“the Council”) had breached the Code of Conduct. It was alleged that during a telephone call to the Council’s Customer Contact Centre the Member had made discriminatory comments to a Council …
Mrs A complained about the care and treatment she received during an appointment with a General Practitioner. The Ombudsman found that the Surgery responded to her complaint but failed to directly address the concerns she raised. This caused additional frustration and uncertainty for Mrs A. …
Mr A complained that the Health Board failed to respond to his complaint. The Ombudsman found that the Health Board had not issued a response to the concerns raised by Mr A and this caused frustration and uncertainty for Mr A. The Ombudsman sought and …
Miss A complained about waste management by Cardiff Council. She complained that the Council had consistently failed to collect her waste. Miss A also complained that the explanation offered by the Council, that parked vehicles obstruct access for the refuse lorry, failed to recognise that …
Mr C complained that Cardiff Council had not repaired a roof leak for 2 years, leading to problems with damp and mould in his home. Mr C also said that the Council had not responded to complaints about other repairs that had not been completed. …