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.
It was alleged by a fellow councillor of Abergavenny Town Council (“the Council”), that the Former Member had failed to observe the Code of Conduct for Members of Local Authorities in Wales (“the Code”). This arose from concerns that he was being investigated, and was …
It was alleged that a Former Member (“the Former Member”) of Gwaun Cae Gurwen Community Council (“the Council”) had breached the Code of Conduct (“the Code”) for members by engaging in several serious criminal offences. The Ombudsman started an investigation to consider paragraph 6(1)(a) (disrepute) …
The Ombudsman received a complaint that a Member (“the Member”) of Tywyn Town Council (“the Council”) had breached the Code of Conduct (“the Code”) by failing to declare an interest in respect of a series of Council meetings that considered a Trust (“the Trust”). The …
The Ombudsman received a complaint that a Former Member (“the Former Member”) of Tywyn Town Council (“the Council”) had breached the Code of Conduct.) by failing to declare an interest in respect of a series of Council meetings that considered a Trust (“the Trust”). The …
Ms A complained that a GP Practice in the area of Powys Teaching Health Board (“the Practice”) did not provide a response to her complaint, submitted in June 2025. She also complained about the behaviour of a staff member in July 2024 and a warning …
Mr A complained about repairs undertaken at his home. He was required to move out of the property during the works, which took longer than anticipated. Upon returning there was a gas leak, which resulted in him moving out for a second time. Mr A …
Ms A complained that Powys Teaching Health Board assessed and then discharged her son from the neurodevelopment pathway. She also said that the Health Board did not respond to all of the concerns raised in her initial complaint. Whilst the Ombudsman noted that Ms A’s …
Mr A complained that Hafod Housing Association had not finished repairs to his property he had been waiting over a year for, despite a previous early resolution reached by the Ombudsman. The Ombudsman decided that the works had not been fully completed, and that dates …
Mr A complained that Newport City Council did not appropriately address his complaint in relation to a communication failure, where staff of the vulnerable adult services were directing the public to use a callback system which cannot connect the caller back to them. The Ombudsman …
We received a complaint that the Member of Merthyr Tydfil County Borough Council (“the Council”) had failed to observe the Council’s Code of Conduct for Members (“the Code”). It was alleged that the Member had sent an email which was disrespectful and bullying in nature …
Ms A, on behalf of 7 complainants, complained that Hywel Dda University Health Board had stopped providing an appropriate specialist service to epilepsy patients who had a learning disability (“LD”). All 7 complainants had adult children who had been using the service. They said that …
Mr A complained about the care and treatment provided by Betsi Cadwaladr University Health Board to his late wife following her admission to hospital up until she was transferred to a hospice. Mr A submitted a formal complaint to the Health Board but was dissatisfied …
Mr H complained that Aneurin Bevan University Health Board failed to respond to complaints submitted in December 2023 and September 2024. He also complained that it failed to communicate directly with his advocate. The Ombudsman found that there was a significant delay with the Health …
Mrs B complained about the care and treatment her husband, Mr B, received from the Health Board in relation to his abdominal aortic aneurysm (“AAA,” a swelling in the aorta, the artery that carries blood from the heart to the abdomen). Specifically, Mrs B queried …
Mrs C complained about the care and treatment her late mother, Mrs A, received from Swansea Bay University Health Board (“the First Health Board”) between 18 and 22 March 2023. Her concerns include the delay in administering regular medication to Mrs A prior to the …
Mrs A complained about the Health Board’s Mental Health Services and the failure to provide support to her son during a mental health crisis. Mrs A was dissatisfied with the Health Board’s response to her complaint. The Ombudsman found that the complaint response did not …
Mr A complained about an equipment malfunction (cannula detachment) during eye surgery which caused him to require further treatment. He was concerned that the Health Board’s formal response to his complaint gave general information about the procedure. It did not contain any specific detail of …
Mr A complained that Betsi Cadwaladr University Health Board had failed to properly consider his complaint that a member of ITS staff had offered to assist him with his DVLA application but had not done so. The Ombudsman found that, following the Health Board’s initial …
Following assessment of the complaint, the Ombudsman found that the Health Board had appropriately responded to many aspects of the complaint, and that it was not proportionate to consider an investigation of certain aspects where nothing further could be achieved, or where there was nota …
Mrs K complained that Cardiff Council failed to respond to a complaint she submitted in April 2025. The Ombudsman found that the Council failed to pass the complaint for formal consideration under its complaint process. This caused additional frustration and uncertainty for Mrs K. The …
Miss G complained that Cardiff and Vale University Health Board failed to address one aspect of her complaint, relating to issues with contacting it, made in June 2025. The Ombudsman found that the Health Board failed to address this aspect of her complaint. This caused …
Mrs C complained that Hafod Housing Association failed to complete outstanding repairs and adaptations to her property, and that she had to repeatedly report the problems with her patio, doors, kitchen and toilets. Mrs C said that the situation severely affected her mental health. The …
Mr K complained that Cyngor Gwynedd failed to formally investigate multiple complaints he has raised concerning failed waste collections. The Ombudsman found that the Council failed to appropriately deal with the complaints raised by Mr K. This caused additional frustration and uncertainty for Mr K. …
Mr P complained that Hywel Dda University Health Board (“the Health Board”) failed to provide appropriate treatment for a basal cell carcinoma under his right eye (“the BCC”). He also complained that following a surgical procedure on the BCC in February 2023, the Health Board …
Mrs A was concerned that a wound infection she developed in her groin following surgery to remove vaginal mesh was a result of the inpatient care and management she received following the surgery. The Ombudsman’s investigation focused on whether the post-operative care provided to Mrs …