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 M complained that Newport City Council had failed to respond to the numerous complaints he raised. The Ombudsman decided that the Council had failed to provide Mr M with a response. She said this had caused frustration and uncertainty for Mr M. She decided …
Miss A complained that following a dental appointment she received a Penalty Notice Charge (“PNC”) from NHS Business Services Authority (“the Authority”) in July 2024. Miss A said that the claim to the Authority was submitted because of an error made by her dental practice. …
Ms C complained that over a four-year period, Hafod Housing Association had not taken sufficient action to stop dampness and prevent mould in her home and provided evidence that a drainage channel had not been installed properly. The Ombudsman decided that the Housing Association had …
Ms A complained that Hafod Housing Association failed to act on advice from its contractors, that her front door needed to be replaced. The Housing Association acknowledged that the information provided by its contractors about replacing the door, was unclear. In recognition of this, it …
Mr A complained about Neath Port Talbot Council’s handling of his late father’s council tax account. Mr A said that the Council’s correspondence contained unnecessary aggressive language and lacked compassion. Mr A said that the Council acknowledged where improvements could be made but refused to …
Mrs A complained about the orthopaedic care and treatment she received from the Health Board. Mrs A complained to the Health Board and said that she was dissatisfied with its response. The Ombudsman decided that the Health Board had provided a response to Mrs A’s …
Miss X complained about the conduct of Swansea Council (“the Council”) staff from May 2024 when she made a request for the Council to determine if her son had additional learning needs (“ALN”), until the conclusion of a Tribunal appeal hearing in January 2025. Miss …
Mr Q complained about the care and treatment his mother, Mrs R, received from Betsi Cadwaladr University Health Board. In particular, whether the treatment Mrs R received from November 2021 in relation to her right eye intraocular pressure (“IOP” – when the fluid pressure in …
Mr C complained about the care provided to his late mother, Mrs D, by her GP Practice (“the Practice”). Specifically, Mr C complained that there was a failure by the Practice in April and May 2023 to identify that Mrs D was at risk of …
Ms C complained that Cardiff and Vale University Health Board had failed to adequately record and respond to complaints about her care, support and treatment. The Ombudsman decided that despite the efforts that Ms C had made to clarify her complaint, the Health Board had …
Ms B complained that Rhondda Cynon Taf County Borough Council’s Trading Standards department had initially only sought to recover part of the losses she had incurred from a building company, ignoring the goods and services she had paid for but not received. Ms B also …
Mr A complained that Cardiff and Vale University Health Board (“the Health Board”) had failed to properly respond to a complaint he had submitted on behalf of his wife, in respect of delayed cataract surgery. The assessment found that whilst the Health Board had responded …
Mrs M complained that Swansea Bay University Health Board had failed to respond to the complaint she submitted in April 2024. The Ombudsman decided that there had been a significant delay by the Health Board to provide Mrs M with a response. She said this …
Mr A complained that Pembrokeshire County Council (“the Council”) had failed to investigate and repair damp and mould issues at his home. There are ongoing issues with damp, particularly in the bedroom, where the carpet is wet and there is mould on the wardrobe. Mr …
Mr E complained that while reviewing a CT scan during a consultation on 2 May 2023, a consultant psychiatrist (“the Consultant Psychiatrist”) said that his mother had suffered Transient Ischaemic Attacks (“TIAs” – also known as “mini strokes”, they are caused by a temporary disruption …
Mr W complained about the treatment he had received when he attended hospital with suspected sepsis. He said that he had complained to Swansea Bay University Health Board (“the Heath Board”) regarding this but that it had not fully addressed all of his concerns. The …
Ms A complained that, although her complaint was upheld following investigation, particularly regarding poor communication with her grandmother/family about the financial charging arrangements at 2 Council owned residential care homes where her grandmother was placed for assessment, the Council was still pursuing the family for …
The Ombudsman received a complaint that a Member (“the Member”) of Powys County Council (“the Council”) had breached the Code of Conduct (“the Code”). It was alleged that the Member made discriminatory comments directed towards the Complainant in a video that was published online. The …
Miss A complained that her Council property was in a poor state of repair. Miss A said that she had reported this to the Council, but repairs had either not been done or had not been completed to a reasonable standard. Miss A also complained …
Miss A complained about how Carmarthenshire County Council (“the Council”) dealt with safeguarding concerns she reported regarding her daughter. Miss A said that the Council failed to share a report with her from May 2024. The Independent Investigation taken into her concerns upheld this aspect …
Mrs C complained about Aneurin Bevan University Health Board (“the Health Board”) and a registered Residential Care Provider (“the Care Provider”) which the Health Board had commissioned to provide care to her son, Mr A. The investigation looked at whether between November 2021 and October …
Mrs C complained about Aneurin Bevan University Health Board (“the Health Board”) and a registered Residential Care Provider (“the Care Provider”) which the Health Board had commissioned to provide care to her son, Mr A. The investigation looked at whether between November 2021 and October …
Mr A complained that the dental practice did not fully respond to his formal complaint submitted to it in October 2024. The Ombudsman decided that the dental practice had failed to respond to a second letter of complaint from Mr A. She decided to settle …
Mr A complained that he was unhappy with the works carried out to his property through a Homefix loan with Swansea Council. Mr A said that there were long delays, and that work had to stop to apply for planning permission when it was realised …
Mr B complained that he was unhappy with Cardiff Council’s (“the Council”) actions regarding housing repairs to his mother’s property. Mr B said that the Council had resolved most but not all of his issues. The Ombudsman decided that although the Council had undertaken work …