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 that Swansea Bay University Health Board had failed to respond to the complaint she made to it in October 2024. The Ombudsman found that there had been a delay in the Health Board responding to Ms A’s complaint, causing frustration to Ms …
Mr C complained that Neath Port Talbot Council (‘the Council’) had not properly considered the impact on local residents when it approved an application for planning permission and had failed to respond to representations made by Mr C’s elected representative. The Ombudsman decided that following …
Mrs X complained that Cardiff and Vale University Health Board failed to respond to her follow up concerns regarding her daughters treatment. The Ombudsman found that there had been a delay in the Health Board responding to Mrs X concerns. She said this caused uncertainty …
Mrs F complained that Aneurin Bevan University Health Board failed to respond to a complaint about the care and treatment provided to her late husband. The Ombudsman found that the Health Board informed Mrs F, in January 2025, that the investigation was complete but the …
Mr A complained about the length of time that he had been waiting for cataract surgery. He was dissatisfied with the Health Board’s response to his complaint. The Ombudsman found that referrals had been made by Mr A’s optician in 2022 and 2024. Although the …
Ms B complained that Swansea Council had failed to respond fully to a complaint that she had made about the conduct of the Council when she requested it determine whether her son had Additional Learning Needs (‘ALN’), in May 2024. She also complained that the …
The complaint related to the standard of care provided to Mr C at the ED at Morriston Hospital following a fall at home which caused a head wound. The Ombudsman’s investigation considered whether Mr C should have had a haemoglobin test, or additional investigations or …
Mr A complained about the information provided to him by Cyngor Gwynedd (‘the Council’) regarding how to raise concerns about noise issues from a neighbouring property. He also complained about how his complaint about the service was managed. The investigation found that the Council had …
Mrs A complained about the standard of care provided to her late mother, Mrs B, when she was an inpatient at Morriston Hospital in 2022. She highlighted concerns about nursing care and a delayed diagnosis of Cushing’s syndrome. In its response to the complaint, the …
Mrs C complained about the care and treatment her late mother, Mrs B, received from Cwm Taf Morgannwg University Health Board (‘the Health Board’) when she was admitted to Prince Charles Hospital between 22 and 26 April 2024. The investigation considered Mrs C’s complaint that …
Mr G complained that Cardiff Council failed to respond to a Social Services complaint submitted in January 2025. The Ombudsman found that the Council failed to inform Mr G there was a delay with its investigation. This cause additional frustration and uncertainty for Mr G. …
Mr X complained that North Wales Housing failed to respond to the concerns he raised at the end of 2024. The Ombudsman found that the Housing Association failed to provide Mr X with a formal complaint response. The Ombudsman said this caused uncertainty and frustration …
Miss E complained that Hywel Dda University Health Board failed to respond to a complaint she submitted in August 2024. The Ombudsman found there was a significant delay with the Health Board issuing its response. This caused additional frustration and uncertainty for Miss E. She …
Mr C complained that Betsi Cadwaladr University Health Board had not adequately considered his relative’s referrals or provided the support required, which resulted in the family having to seek private healthcare. The Ombudsman decided that the Health Board’s response did not address the full scope …
Ms D complained about the waiting times at Aneurin Bevan University Health Board for a knee replacement for her daughter, Mrs E, who had very sadly since passed away. Ms D said that she had sent a letter to the Health Board but had only …
Mr A complained that Caerphilly County Borough Council failed to consistently collect his household waste for over twelve months. Mr A said that non-collection remained an issue both with and without the assisted lift scheme, and at two different properties. The Ombudsman decided that the …
Ms D complained that Cwm Taf Morgannwg University Health Board failed to respond to her complaint about how it communicated with her when conducting a Situation, Background, Assessment Recommendation review into her late father’s, Mr D’s, care. Some elements of Mr D’s care and treatment …
Mr K complained that the Council had not responded to a complaint raised, in February 2025, concerning repeated missed refuse/waste collections. The Ombudsman found that the Council failed to deal with the complaint which caused additional frustration and uncertainty for Mr K. The Ombudsman decided …
Mrs X complained that Swansea Bay University Health Board failed to respond to the complaint she submitted in January 2025. The Ombudsman found that there had been delays in responding to Mrs X’s formal complaint. The Ombudsman said this caused uncertainty and frustration for Mrs …
Mr X complained that the Surgery failed to respond to his complaint referred to it by the Ombudsman in August 2024. The Ombudsman found that there had been a failure by the Surgery to respond to the complaint, and this had caused frustration and uncertainty …
Mr W complained about whether Estyn’s investigation into his complaint at Stage 2 of its complaints procedure was completed reasonably and in accordance with its ‘Complaint Handling Procedure 2021’. The Ombudsman found that Mr W’s complaint was not investigated in accordance with Estyn’s Complaint Handling …
Mrs A complained that Neath Port Talbot Council (‘the Council’) failed to determine an application for a mobile phone mast outside her home within the required period, resulting in the developer obtaining permission by default. She complained that the mast was visually intrusive and would …
Mr X complained that Hywel Dda University Health Board had failed to respond to the complaint made by his Member of the Senedd (‘MS’) on his behalf. The Ombudsman found, that although the Health Board had updated Mr X’s MS, it had not updated Mr …
Mr and Mrs A complained because they were unhappy that Caredig failed to address outstanding works in their property. They were also unhappy that the conversation about compensation for the issues experienced had not progressed. The Ombudsman decided that despite Caredig attending the property for …
Mrs B complained about ongoing delays by the Council in responding to repairs relating to kitchen damp and external rear guttering, as well as ongoing poor communication relating to these issues. The Ombudsman investigated Mrs B’s complaint about whether the Council had responded to her …