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.
Mr C complained that Hywel Dda University Health Board had failed to respond to the complaint he submitted in December 2024. The Ombudsman found that the Health Board had yet to provide Mr C with a complaint response which caused additional frustration and uncertainty for …
Ms B complained about how Newport City Homes (‘the Housing Association’) had dealt with complaints she had made about anti-social behaviour from an upstairs neighbour. The Ombudsman decided that whilst the Housing Association had taken some actions, the issues persisted, and Ms B was unaware …
Mrs A complained that the Council had refused to provide school transport for her daughter, who had additional learning needs. Mrs A’s appeal was refused at stage 1. She sought to appeal the decision at Stage 2, but was outside the Council’s timescales. The Ombudsman …
Mrs A complained that Merthyr Valleys Homes (‘the Housing Association’) failed to respond to her repeated concerns over several months about outstanding repairs to her 90-year-old mother’s property. She said that the Housing Association only inspected the property after her MP became involved. The Ombudsman …
Mr A complained that he was unhappy with Aneurin Bevan University Health Board’s response to his complaint about his urology care and treatment. The Ombudsman decided that there was an unnecessary extended delay with the Health Board issuing its complaint response. This resulted in the …
Miss T complained that UnitedWelsh Housing Association had failed to respond to her request for a double radiator in her wet room. The Ombudsman decided that the Association had failed to communicate effectively with Miss T and her advocate. She said this had caused uncertainty …
Ms A complained about the response she received from Cardiff and Vale University Health Board, to her complaint that delays to her pregnancy dating scan meant she was unable to have further screening tests because the scan took place after week 14 of her pregnancy. …
Mrs C complained about the care provided to her husband, Mr C, by Swansea Bay University Health Board (‘the Health Board’) when he was an inpatient at Morriston Hospital. Specifically, whether Mr C’s catheter was appropriately managed between September and December 2022. The Ombudsman found …
It was alleged that a Member of the Council failed to declare personal and prejudicial interests during a council meeting. The Ombudsman started an investigation to consider paragraphs 7(a), 10(2)(c), 11(1), 12(1) and 14(1) of the Code of Conduct (“the Code”). Information was obtained from …
Miss A complained because she was unhappy with the actions of Social Services within Cardiff Council (‘the Council’). Miss A said that the information in the wellbeing assessments for her children was inaccurate. The Ombudsman considered the Council’s complaint response, which invited Miss A to …
We commenced an investigation of Mrs A’s complaint against Tai Calon Community Housing Association to determine whether the Housing Association had taken: – All relevant steps to respond to Mrs A’s reports of disrepair between 2019 and 2024 – All appropriate steps to address a …
Ms B complained about the standard of care provided by Swansea Bay University Health Board (‘the Health Board’) between April and June 2023. The investigation considered whether the Health Board took into account her previous pregnancy loss when providing care, whether imaging scans and a …
Miss T complained about the care and treatment she received from a private hospital which was commissioned by the NHS Wales Joint Commissioning Committee. She specifically complained that the penile skin inversion vaginoplasty operation (a surgical procedure to create a vagina out of penile tissue) …
Mrs A complained that Aneurin Bevan University Health Board failed to respond to a complaint she submitted in January 2025. The Ombudsman found that there was a reasonable delay in not issuing a complaint response and the Health Board failed to keep Mrs A updated …
Ms C complained that Cwm Taf Morgannwg University Health Board failed to provide a final response and that there had been significant delays. The Ombudsman found that the Health Board had yet to provide the final response and that there had been delays which caused …
Ms A complained about failings in the support she and her daughter had received from the Children’s Services department at Carmarthenshire County Council (‘the Council’). The Ombudsman decided that the Council had carried out a Stage 2 Independent Investigation into Ms A’s complaint, which had …
Ms L complained that Cardiff and Vale University Health Board failed to respond to her complaint which was submitted in December 2024. The Ombudsman found that the Health Board failed to issue update/holding letters during its investigation. This caused additional uncertainty and frustration for Ms …
Ms A complained about the action taken by Cardiff Council to address antisocial behaviour, issues with her boiler and about the information provided to her about housing options. The Ombudsman found that the Council had taken some action to address Ms As concerns, however, some …
It was alleged that the Member made a remark to the Complainant and his husband, in a private setting in a local public house, which the Complainant considered was discriminatory and not in keeping with the standards of conduct expected of local councillors. We found …
The Complainant, a Clerk to the Council, was concerned that despite his advice, the Member had failed to declare personal and prejudicial interests in Council meetings when discussing a specific Council project. The issue was continuing and was hampering the Council in its progression of …
Ms A complained that Cardiff and Vale University Health Board cancelled her thyroidectomy surgery on the day of the procedure because she was a smoker. Ms A was removed from the waiting list and referred for smoking cessation. Ms A said that the Health Board …
Mr B complained that a GP Practice in the Swansea Bay University Health Board area (‘the Practice’) removed his access to a supply of ‘just in case’ antibiotics for his longstanding bilateral bronchiectasis. Mr B had a 7-day supply of antibiotics on repeat prescription but …
Mr A complained that Melin Homes Ltd failed to carry out repairs to his property, and failed to respond to or acknowledge his complaint. The Ombudsman established that the Housing Association intended to complete the repairs. On completion, Mr A said that he was seeking …
Miss C complained about whether opportunities were missed to make an earlier diagnosis of attention deficit hyperactivity disorder (“ADHD” – a condition that affects people’s behaviour, making them restless, inattentive and impulsive) and whether the prescription of antipsychotic medication was managed appropriately. The investigation found …
Ms A complained that in February 2024, when she was assisted by Cardiff Council (“the Council”) to complete a housing benefit application, she was not informed that she could not apply, needing to apply for Universal Credit instead. The Ombudsman found that Ms A had …