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.
Ms A complained about the care and treatment she received between November 2022 and January 2023, following her ingestion of foreign bodies. The assessment found that the response had been delayed and it did not appear to have been responded to under the concerns process. …
Mr A complained about delays on the part of the Health Board in carrying out knee surgery for a family member. The assessment found that the Health Board’s complaint response could have been more detailed, in particular regarding the cause/s of the delays that had …
Mr A complained about delays in completing repairs to his property and a decision reached to restrict contact with the Housing Association. The assessment found that the decision to restrict Mr A’s contact was made in accordance with the relevant policy and one that the …
Mrs X complained that Aneurin Bevan University Health Board failed to respond to the complaint she submitted in February 2025. The Ombudsman found that the Health Board had not provided Mrs X with a final complaint response. The Ombudsman said this caused uncertainty and frustration …
Mrs D complained that Cardiff Council was not collecting her waste on a regular basis and that she had been informed that her address was not registered on its “assisted lift” service. Mrs D said that this had caused her “huge stress and inconvenience”. The …
Ms A complained that the Health Board failed to adhere to the Urgent Suspected Cancer pathway and denied that she was on this pathway. At assessment, it was found that the Health Board failed to apologise to Miss A for misinforming her of the nature …
Mrs X complained that Vale of Glamorgan Council failed to provide a stage 2 complaint response. The Ombudsman found that, while the Council provided a stage 1 complaint response, it did not inform the complainant of their right to pursue the matter to the stage …
Mrs X complained that Cardiff Council failed to respond to the concerns she submitted regarding the green space near her property. The Ombudsman found that the Council had not provided Mrs X with a complaint response. The Ombudsman said this caused uncertainty and frustration for …
Miss C complained on behalf of her partner, Mr A, about the clinical care and treatment he received from Cwm Taf Morgannwg University Health Board (“the Health Board”) between 7 and 8 August 2023 when Mr A attended Prince Charles Hospital’s (“the Hospital”) emergency department …
Ms C complained that a Welsh Government body had not provided an adequate response to her complaint about the conduct of a member of staff. The Ombudsman decided that the body did not have a complaints procedure in place. Whilst it had responded promptly when …
The investigation considered Mrs A’s complaint regarding the management and treatment she received for glaucoma (a common eye condition, usually caused by the build-up of pressure in the eye, that damages the optic nerve and can lead to vision loss). Two specific matters were investigated. …
Mrs X complained that Hywel Dda University Health Board failed to respond to the complaint she submitted in March 2024. The Ombudsman found that the Health Board failed to respond to the complaint and the Ombudsman said this caused uncertainty and frustration for Mrs X. …
Mrs R complained that Betsi Cadwaladr University Health Board stopped responding to her concerns in July 2023 and failed to respond to elements of her complaint regarding the care and treatment provided to her late father and the conduct of a doctor. The Ombudsman found …
Mrs Q complained that the Vale of Glamorgan Council failed to respond to her complaint concerning its refusal to provide purple waste bags. The Ombudsman found that the Council logged Mrs Q’s complaint as a service request and when attempts to contact her by telephone …
Mrs A complained to Powys Teaching Health Board regarding the impact a policy change had on her. The Ombudsman found that the Health Board had not directly responded to Mrs A and did not address every issue she had raised. The Ombudsman considered that this …
Dr X complained that Cardiff and Vale University Health Board failed to respond to her complain in relation to its failure to ensure the proper security and accuracy of her records. The Ombudsman found that the Health Board had failed to correct the issue identified …
Mr A complained that Hedyn failed to issue correspondence via email which is his preferred contact method. The Ombudsman found that Hedyn issued Mr A a complaint response letter by post despite his contact preference being by email which caused him anxiety. Hedyn failed to …
Ms A complained about various issues around Cardiff Council’s waste collection and the condition of communal/bin areas at the block of flats where she was a tenant. When the Ombudsman sought the Council’s comments on the concerns raised, it proposed a site visit involving Housing …
Mr X complained that Cardiff and Vale University Health Board failed to address his concerns regarding the care and treatment his late father received while in hospital. The Ombudsman found that, while the Health Board had responded to the complaint, it was not compliant with …
The Ombudsman received a complaint that a member (“the Member”) of Gwersyllt Community Council (“the Council”) had breached the Code of Conduct (“the Code”). It was alleged that, during a Council meeting, the Member bullied and intimidated a Council employee (“the Employee”) and that his …
Ms A complained that Betsi Cadwaladr University Health Board failed to investigate, diagnose and treat her ear nose and throat problems. She said that private consultants had recommended treatment, including surgery, which the Health Board would not provide. The assessment found that the Health Board’s …
Mrs X complained that Hywel Dda University Health Board failed to respond to the complaint she submitted in April 2024. The Ombudsman found that the Health Board had failed to provide Mrs X with a formal complaint response. The Ombudsman said this caused uncertainty and …
Ms H complained that Aneurin Bevan University Health Board failed to respond to her complaint, submitted in April 2025, regarding the care her daughter received. The Ombudsman found that there was a delay with the Health Board issuing its complaint response. Although the Health Board …
The Ombudsman received a complaint that a Member (“the Member”) of Bridgend Town Council (“the Council”) had breached the Code of Conduct. It was alleged that the Member sent correspondence to the Complainant which was disrespectful and amounted to bullying and harassment. The Ombudsman determined …
Ms A complained about the length of time it took Swansea Bay University Health Board to respond to a complaint she made to it about the care and treatment her mother, Ms B, received. The Ombudsman decided that whilst a complaint response had been issued, …