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 A complained that the Health Board inappropriately submitted three Multi Agency Referral Forms (“MARFs”) to the Council in relation to events from his son’s inpatient stay. The Ombudsman found that the Health Board’s first MARF was submitted to the Council other than in accordance …
Mr B complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint he submitted in May 2025, on behalf of his wife. The Ombudsman found that the Health Board significantly delayed responding to Mr B’s complaint. This caused frustration and uncertainty …
Mr A complained that Valleys to Coast Housing failed to address the repair concerns and provide a final complaint response to the complaint he raised in November 2025. The Ombudsman found that the complaint file was still open and the Housing Association had not provided …
Mr B complained that Cwm Taf Morgannwg University Health Board removed him from a waiting list following cancellation of an appointment which was cancelled by the Health Board. The Ombudsman found that the Health Board incorrectly removed Mr B from the waiting list. This caused …
The Ombudsman received a complaint that a member (“the Member”) of Conwy Town Council (“the Town Council”) and Conwy County Borough Council (“the Council”) had breached the Code of Conduct (“the Code”). It was alleged that the Member deliberately included incorrect information about Council enforcement …
Ms A complained that Swansea Council (“the Council”) had not taken appropriate action to address the flooding in her garden. She said that when she made a complaint she had no response and that when council officers came to inspect they ‘looked’ but no action …
Miss B complained that Aneurin Bevan University Health Board failed to provide a response to her complaint, which she made to it in July 2025. The Ombudsman found that the Health Board had failed to provide regular and meaningful updates and had not issued a …
Miss A complained to Hedyn about having 10 days without heating or hot water meaning she had an additional cost of electricity to power fan heaters. Miss A said the compensation offered by Hedyn was not sufficient to cover the costs. The Ombudsman found that …
Mr F complained about the care his father, Mr G, received from the Health Board following a diagnosis of an aggressive brain tumour, including the management of Mr G’s falls risk and his potential need for hospice care between January and May 2023. Mr F …
Miss A complained that the Practice failed to respond to the complaint she submitted in October 2025. The Ombudsman found that the Practice failed to provide Miss A with a complaint response. The Ombudsman said this caused uncertainty and frustration for Miss A and decided …
The investigation into Mrs A’s complaint centred on whether her late son, Mr B, had received appropriate and timely care, diagnosis and treatment in relation to his liver failure, including consideration of referral for a liver transplant. In addition, whether the support and treatment offered …
Mr P complained that he had not been informed of a decision made by Swansea Bay University Health Board that it could not undertake an amputation of his leg at its orthopaedic tertiary centre, and that he would need to be referred back to his …
Mr C complained that Cardiff and Vale University Health Board had not provided him with the mental health care and treatment he required. He further complained that the Health Board had not arranged an interpreter to support him to engage in assessments. The Ombudsman decided …
Mrs A complained that the Health Board had not responded to all her concerns in its complaint response, and that the actions taken to address the failings identified were unsatisfactory. At assessment, it was found that the Health Board had not responded to all of …
Mrs A complained about how Betsi Cadwaladr University Health Board had dealt with 2 referrals for her son, B, to be assessed for Autism Spectrum Disorder. She said the Health Board had rejected both referrals, but after paying for a private assessment her son had …
Mr and Mrs A complained about the action taken by the Council regarding their housing situation and the way it handled their complaint. The Ombudsman found that the Council had provided a reasonable response to address the concerns raised by Mr and Mrs A about …
Ms C complained that Hywel Dda University Health Board failed to issue a response to her complaint which she made to it in May 2025. The Ombudsman found that the Health Board had not provided a response to Ms C’s complaint. She said this caused …
Ms A complained that Hywel Dda University Health Board failed to issue a response to her complaint which, she made to it in August 2025 and it had failed to keep her updated. The Ombudsman found that the Health Board had not provided a response …
Mrs A complained about the care and treatment she received from the GP Practice. In particular, Mrs A complained that diagnostic swabs taken from her and her child, were either incorrectly processed, contaminated or lost. Mrs A also complained about an appointment with a GP, …
Mr B complained that Cardiff and Vale University Health Board failed to perform the correct operation on his neck. The Ombudsman found that whilst the Health Board had responded to Mr B’s complaint, it had failed to log his concerns as a formal complaint under …
Mrs A complained that Cardiff and Vale University Health Board had failed to provide her with post meeting outcome letter and recording. The Ombudsman found that the Health Board had issued its post meeting outcome letter and it had offered Mrs A an apology and …
Mr A complained about the care he received at a GP Practice in the area of Swansea Bay University Health Board. Mr A was dissatisfied with the complaint response provided by the Practice. The Ombudsman found that the Practice had failed to offer an explanation …
Mrs A complained that Betsi Cadwaladr University Health Board failed to fully address the concerns raised in her complaints to it. The Ombudsman found that the Health Board failed to respond to all the concerns raised within the complaints in its complaint responses. The Ombudsman …
Mr C complained about the care and treatment he received from Cardiff and Vale University Health Board. Specifically, the investigation considered whether the care and treatment provided to Mr C was reasonable and appropriate following his hernia surgery on 12 April 2022 and if an …
Ms A complained about Betsi Cadwaladr University Health Board’s treatment of her son in respect of an unnecessary procedure carried out in October 2025. Ms A was concerned that the Health Board had not properly obtained consent for the procedure. It had retrospectively altered consent …