CINXE.COM
Welcome to the Ombudsman | Public Services Ombudsman Wales
<!doctype html> <html lang="en-GB" prefix="og: https://ogp.me/ns#"> <head> <script src="https://ajax.googleapis.com/ajax/libs/webfont/1.6.26/webfont.js"></script> <script src="https://unpkg.com/@googlemaps/markerclusterer/dist/index.min.js"></script> <link rel="preload" href="https://www.ombudsman.wales/wp-content/themes/spindogs/css/icomoon/fonts/icomoon.ttf?eoj5nh" as="font" type="font/ttf" crossorigin> <link rel="preload" href="https://www.ombudsman.wales/wp-content/themes/spindogs/css/icomoon/fonts/icomoon.woff?eoj5nh" as="font" type="font/woff" crossorigin> <link rel="prefetch" href="https://www.ombudsman.wales/wp-content/themes/spindogs/css/icomoon/fonts/icomoon.svg?eoj5nh#icomoon" type="image/svg+xml" crossorigin> <link rel="alternate" hreflang="cy-GB" href="https://www.ombwdsmon.cymru"> <link rel="alternate" hreflang="en-GB" href="https://www.ombudsman.wales"> <link rel="alternate" hreflang="x-default" href="https://www.ombudsman.wales"> <!-- favicon files --> <link rel="apple-touch-icon-precomposed" sizes="57x57" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-57x57.png"> <link rel="apple-touch-icon-precomposed" sizes="114x114" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-114x114.png"> <link rel="apple-touch-icon-precomposed" sizes="72x72" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-72x72.png"> <link rel="apple-touch-icon-precomposed" sizes="144x144" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-144x144.png"> <link rel="apple-touch-icon-precomposed" sizes="60x60" href=https://www.ombudsman.wales/wp-content/themes/spindogs"/images/favicon/apple-touch-icon-60x60.png"> <link rel="apple-touch-icon-precomposed" sizes="120x120" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-120x120.png"> <link rel="apple-touch-icon-precomposed" sizes="76x76" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-76x76.png"> <link rel="apple-touch-icon-precomposed" sizes="152x152" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/apple-touch-icon-152x152.png"> <link rel="icon" type="image/png" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/favicon-196x196.png" sizes="196x196"> <link rel="icon" type="image/png" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/favicon-96x96.png" sizes="96x96"> <link rel="icon" type="image/png" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/favicon-32x32.png" sizes="32x32"> <link rel="icon" type="image/png" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/favicon-16x16.png" sizes="16x16"> <link rel="icon" type="image/png" href="https://www.ombudsman.wales/wp-content/themes/spindogs/images/favicon/favicon-128.png" sizes="128x128"> <meta name="application-name" content=" "> <meta name="msapplication-TileColor" content="#FFFFFF"> <meta name="msapplication-TileImage" content="mstile-144x144.png"> <meta name="msapplication-square70x70logo" content="mstile-70x70.png"> <meta name="msapplication-square150x150logo" content="mstile-150x150.png"> <meta name="msapplication-wide310x150logo" content="mstile-310x150.png"> <meta name="msapplication-square310x310logo" content="mstile-310x310.png"> <style>img:is([sizes="auto" i], [sizes^="auto," i]) { contain-intrinsic-size: 3000px 1500px }</style> <!-- Search Engine Optimization by Rank Math PRO - https://rankmath.com/ --> <title>Welcome to the Ombudsman | Public Services Ombudsman Wales</title> <meta name="description" content="Unfair treatment by Welsh public services? PSOW investigates complaints & works to improve standards. Get info & make a complaint here."/> <meta name="robots" content="index, follow, max-snippet:-1, max-video-preview:-1, max-image-preview:large"/> <link rel="canonical" href="https://www.ombudsman.wales/" /> <meta property="og:locale" content="en_GB" /> <meta property="og:type" content="website" /> <meta property="og:title" content="Welcome to the Ombudsman | Public Services Ombudsman Wales" /> <meta property="og:description" content="Unfair treatment by Welsh public services? PSOW investigates complaints & works to improve standards. Get info & make a complaint here." /> <meta property="og:url" content="https://www.ombudsman.wales/" /> <meta property="og:site_name" content="Public Services Ombudsman for Wales" /> <meta property="og:updated_time" content="2024-05-27T14:02:21+01:00" /> <meta property="article:published_time" content="2020-05-21T14:46:12+01:00" /> <meta property="article:modified_time" content="2024-05-27T14:02:21+01:00" /> <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:title" content="Welcome to the Ombudsman | Public Services Ombudsman Wales" /> <meta name="twitter:description" content="Unfair treatment by Welsh public services? PSOW investigates complaints & works to improve standards. Get info & make a complaint here." /> <meta name="twitter:label1" content="Written by" /> <meta name="twitter:data1" content="spindogs" /> <meta name="twitter:label2" content="Time to read" /> <meta name="twitter:data2" content="Less than a minute" /> <script type="application/ld+json" class="rank-math-schema-pro">{"@context":"https://schema.org","@graph":[{"@type":["Person","Organization"],"@id":"https://www.ombudsman.wales/#person","name":"Public Services Ombudsman for Wales"},{"@type":"WebSite","@id":"https://www.ombudsman.wales/#website","url":"https://www.ombudsman.wales","name":"Public Services Ombudsman for Wales","publisher":{"@id":"https://www.ombudsman.wales/#person"},"inLanguage":"en-GB","potentialAction":{"@type":"SearchAction","target":"https://www.ombudsman.wales/?s={search_term_string}","query-input":"required name=search_term_string"}},{"@type":"WebPage","@id":"https://www.ombudsman.wales/#webpage","url":"https://www.ombudsman.wales/","name":"Welcome to the Ombudsman | Public Services Ombudsman Wales","datePublished":"2020-05-21T14:46:12+01:00","dateModified":"2024-05-27T14:02:21+01:00","about":{"@id":"https://www.ombudsman.wales/#person"},"isPartOf":{"@id":"https://www.ombudsman.wales/#website"},"inLanguage":"en-GB"},{"@type":"Person","@id":"https://www.ombudsman.wales/author/spindogs/","name":"spindogs","url":"https://www.ombudsman.wales/author/spindogs/","image":{"@type":"ImageObject","@id":"https://secure.gravatar.com/avatar/12e068a362057a7c72c2f52ab0989b8a?s=96&d=mm&r=g","url":"https://secure.gravatar.com/avatar/12e068a362057a7c72c2f52ab0989b8a?s=96&d=mm&r=g","caption":"spindogs","inLanguage":"en-GB"}},{"@type":"Article","headline":"Welcome to the Ombudsman | Public Services Ombudsman Wales","datePublished":"2020-05-21T14:46:12+01:00","dateModified":"2024-05-27T14:02:21+01:00","author":{"@id":"https://www.ombudsman.wales/author/spindogs/","name":"spindogs"},"publisher":{"@id":"https://www.ombudsman.wales/#person"},"description":"Unfair treatment by Welsh public services? PSOW investigates complaints & works to improve standards. Get info & make a complaint here.","name":"Welcome to the Ombudsman | Public Services Ombudsman Wales","@id":"https://www.ombudsman.wales/#richSnippet","isPartOf":{"@id":"https://www.ombudsman.wales/#webpage"},"inLanguage":"en-GB","mainEntityOfPage":{"@id":"https://www.ombudsman.wales/#webpage"}}]}</script> <meta name="msvalidate.01" content="9E3EDE9DF0C82D337C13F4A0909EC00B" /> <!-- /Rank Math WordPress SEO plugin --> <script> window._wpemojiSettings = {"baseUrl":"https:\/\/s.w.org\/images\/core\/emoji\/15.0.3\/72x72\/","ext":".png","svgUrl":"https:\/\/s.w.org\/images\/core\/emoji\/15.0.3\/svg\/","svgExt":".svg","source":{"concatemoji":"https:\/\/www.ombudsman.wales\/wp-includes\/js\/wp-emoji-release.min.js?ver=6.7.2"}}; /*! This file is auto-generated */ !function(i,n){var o,s,e;function c(e){try{var t={supportTests:e,timestamp:(new Date).valueOf()};sessionStorage.setItem(o,JSON.stringify(t))}catch(e){}}function p(e,t,n){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);var t=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data),r=(e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(n,0,0),new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data));return t.every(function(e,t){return e===r[t]})}function u(e,t,n){switch(t){case"flag":return n(e,"\ud83c\udff3\ufe0f\u200d\u26a7\ufe0f","\ud83c\udff3\ufe0f\u200b\u26a7\ufe0f")?!1:!n(e,"\ud83c\uddfa\ud83c\uddf3","\ud83c\uddfa\u200b\ud83c\uddf3")&&!n(e,"\ud83c\udff4\udb40\udc67\udb40\udc62\udb40\udc65\udb40\udc6e\udb40\udc67\udb40\udc7f","\ud83c\udff4\u200b\udb40\udc67\u200b\udb40\udc62\u200b\udb40\udc65\u200b\udb40\udc6e\u200b\udb40\udc67\u200b\udb40\udc7f");case"emoji":return!n(e,"\ud83d\udc26\u200d\u2b1b","\ud83d\udc26\u200b\u2b1b")}return!1}function f(e,t,n){var r="undefined"!=typeof WorkerGlobalScope&&self instanceof WorkerGlobalScope?new OffscreenCanvas(300,150):i.createElement("canvas"),a=r.getContext("2d",{willReadFrequently:!0}),o=(a.textBaseline="top",a.font="600 32px Arial",{});return e.forEach(function(e){o[e]=t(a,e,n)}),o}function t(e){var t=i.createElement("script");t.src=e,t.defer=!0,i.head.appendChild(t)}"undefined"!=typeof Promise&&(o="wpEmojiSettingsSupports",s=["flag","emoji"],n.supports={everything:!0,everythingExceptFlag:!0},e=new Promise(function(e){i.addEventListener("DOMContentLoaded",e,{once:!0})}),new Promise(function(t){var n=function(){try{var e=JSON.parse(sessionStorage.getItem(o));if("object"==typeof e&&"number"==typeof e.timestamp&&(new Date).valueOf()<e.timestamp+604800&&"object"==typeof e.supportTests)return e.supportTests}catch(e){}return null}();if(!n){if("undefined"!=typeof Worker&&"undefined"!=typeof OffscreenCanvas&&"undefined"!=typeof URL&&URL.createObjectURL&&"undefined"!=typeof Blob)try{var e="postMessage("+f.toString()+"("+[JSON.stringify(s),u.toString(),p.toString()].join(",")+"));",r=new Blob([e],{type:"text/javascript"}),a=new Worker(URL.createObjectURL(r),{name:"wpTestEmojiSupports"});return void(a.onmessage=function(e){c(n=e.data),a.terminate(),t(n)})}catch(e){}c(n=f(s,u,p))}t(n)}).then(function(e){for(var t in e)n.supports[t]=e[t],n.supports.everything=n.supports.everything&&n.supports[t],"flag"!==t&&(n.supports.everythingExceptFlag=n.supports.everythingExceptFlag&&n.supports[t]);n.supports.everythingExceptFlag=n.supports.everythingExceptFlag&&!n.supports.flag,n.DOMReady=!1,n.readyCallback=function(){n.DOMReady=!0}}).then(function(){return e}).then(function(){var e;n.supports.everything||(n.readyCallback(),(e=n.source||{}).concatemoji?t(e.concatemoji):e.wpemoji&&e.twemoji&&(t(e.twemoji),t(e.wpemoji)))}))}((window,document),window._wpemojiSettings); </script> <style id='wp-emoji-styles-inline-css'> img.wp-smiley, img.emoji { display: inline !important; border: none !important; box-shadow: none !important; height: 1em !important; width: 1em !important; margin: 0 0.07em !important; vertical-align: -0.1em !important; background: none !important; padding: 0 !important; } </style> <link rel='stylesheet' id='wp-block-library-css' href='https://www.ombudsman.wales/wp-includes/css/dist/block-library/style.min.css?ver=6.7.2' media='all' /> <style id='rank-math-toc-block-style-inline-css'> .wp-block-rank-math-toc-block nav ol{counter-reset:item}.wp-block-rank-math-toc-block nav ol li{display:block}.wp-block-rank-math-toc-block nav ol li:before{content:counters(item, ".") ". ";counter-increment:item} </style> <style id='rank-math-rich-snippet-style-inline-css'> /*! * Plugin: Rank Math * URL: https://rankmath.com/wordpress/plugin/seo-suite/ * Name: rank-math-review-snippet.css */@-webkit-keyframes spin{0%{-webkit-transform:rotate(0deg)}100%{-webkit-transform:rotate(-360deg)}}@keyframes spin{0%{-webkit-transform:rotate(0deg)}100%{-webkit-transform:rotate(-360deg)}}@keyframes bounce{from{-webkit-transform:translateY(0px);transform:translateY(0px)}to{-webkit-transform:translateY(-5px);transform:translateY(-5px)}}@-webkit-keyframes bounce{from{-webkit-transform:translateY(0px);transform:translateY(0px)}to{-webkit-transform:translateY(-5px);transform:translateY(-5px)}}@-webkit-keyframes loading{0%{background-size:20% 50% ,20% 50% ,20% 50%}20%{background-size:20% 20% ,20% 50% ,20% 50%}40%{background-size:20% 100%,20% 20% ,20% 50%}60%{background-size:20% 50% ,20% 100%,20% 20%}80%{background-size:20% 50% ,20% 50% ,20% 100%}100%{background-size:20% 50% ,20% 50% ,20% 50%}}@keyframes loading{0%{background-size:20% 50% ,20% 50% ,20% 50%}20%{background-size:20% 20% ,20% 50% ,20% 50%}40%{background-size:20% 100%,20% 20% ,20% 50%}60%{background-size:20% 50% ,20% 100%,20% 20%}80%{background-size:20% 50% ,20% 50% ,20% 100%}100%{background-size:20% 50% ,20% 50% ,20% 50%}}:root{--rankmath-wp-adminbar-height: 0}#rank-math-rich-snippet-wrapper{overflow:hidden}#rank-math-rich-snippet-wrapper h5.rank-math-title{display:block;font-size:18px;line-height:1.4}#rank-math-rich-snippet-wrapper .rank-math-review-image{float:right;max-width:40%;margin-left:15px}#rank-math-rich-snippet-wrapper .rank-math-review-data{margin-bottom:15px}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper{width:100%;padding:0 0 20px 0;float:left;clear:both;position:relative;-webkit-box-sizing:border-box;box-sizing:border-box}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-total{border:0;display:block;margin:0;width:auto;float:left;text-align:left;padding:0;font-size:24px;line-height:1;font-weight:700;-webkit-box-sizing:border-box;box-sizing:border-box;overflow:hidden}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star{float:left;margin-left:15px;margin-top:5px;position:relative;z-index:99;line-height:1}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star .rank-math-review-result-wrapper{display:inline-block;white-space:nowrap;position:relative;color:#e7e7e7}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star .rank-math-review-result-wrapper .rank-math-review-result{position:absolute;top:0;left:0;overflow:hidden;white-space:nowrap;color:#ffbe01}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star .rank-math-review-result-wrapper i{font-size:18px;-webkit-text-stroke-width:1px;font-style:normal;padding:0 2px;line-height:inherit}#rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star .rank-math-review-result-wrapper i:before{content:"\2605"}body.rtl #rank-math-rich-snippet-wrapper .rank-math-review-image{float:left;margin-left:0;margin-right:15px}body.rtl #rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-total{float:right}body.rtl #rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star{float:right;margin-left:0;margin-right:15px}body.rtl #rank-math-rich-snippet-wrapper .rank-math-total-wrapper .rank-math-review-star .rank-math-review-result{left:auto;right:0}@media screen and (max-width: 480px){#rank-math-rich-snippet-wrapper .rank-math-review-image{display:block;max-width:100%;width:100%;text-align:center;margin-right:0}#rank-math-rich-snippet-wrapper .rank-math-review-data{clear:both}}.clear{clear:both} </style> <style id='classic-theme-styles-inline-css'> /*! This file is auto-generated */ .wp-block-button__link{color:#fff;background-color:#32373c;border-radius:9999px;box-shadow:none;text-decoration:none;padding:calc(.667em + 2px) calc(1.333em + 2px);font-size:1.125em}.wp-block-file__button{background:#32373c;color:#fff;text-decoration:none} </style> <style id='global-styles-inline-css'> :root{--wp--preset--aspect-ratio--square: 1;--wp--preset--aspect-ratio--4-3: 4/3;--wp--preset--aspect-ratio--3-4: 3/4;--wp--preset--aspect-ratio--3-2: 3/2;--wp--preset--aspect-ratio--2-3: 2/3;--wp--preset--aspect-ratio--16-9: 16/9;--wp--preset--aspect-ratio--9-16: 9/16;--wp--preset--color--black: #000000;--wp--preset--color--cyan-bluish-gray: #abb8c3;--wp--preset--color--white: #ffffff;--wp--preset--color--pale-pink: #f78da7;--wp--preset--color--vivid-red: #cf2e2e;--wp--preset--color--luminous-vivid-orange: #ff6900;--wp--preset--color--luminous-vivid-amber: #fcb900;--wp--preset--color--light-green-cyan: #7bdcb5;--wp--preset--color--vivid-green-cyan: #00d084;--wp--preset--color--pale-cyan-blue: #8ed1fc;--wp--preset--color--vivid-cyan-blue: #0693e3;--wp--preset--color--vivid-purple: #9b51e0;--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple: linear-gradient(135deg,rgba(6,147,227,1) 0%,rgb(155,81,224) 100%);--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan: linear-gradient(135deg,rgb(122,220,180) 0%,rgb(0,208,130) 100%);--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange: linear-gradient(135deg,rgba(252,185,0,1) 0%,rgba(255,105,0,1) 100%);--wp--preset--gradient--luminous-vivid-orange-to-vivid-red: linear-gradient(135deg,rgba(255,105,0,1) 0%,rgb(207,46,46) 100%);--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray: linear-gradient(135deg,rgb(238,238,238) 0%,rgb(169,184,195) 100%);--wp--preset--gradient--cool-to-warm-spectrum: linear-gradient(135deg,rgb(74,234,220) 0%,rgb(151,120,209) 20%,rgb(207,42,186) 40%,rgb(238,44,130) 60%,rgb(251,105,98) 80%,rgb(254,248,76) 100%);--wp--preset--gradient--blush-light-purple: linear-gradient(135deg,rgb(255,206,236) 0%,rgb(152,150,240) 100%);--wp--preset--gradient--blush-bordeaux: linear-gradient(135deg,rgb(254,205,165) 0%,rgb(254,45,45) 50%,rgb(107,0,62) 100%);--wp--preset--gradient--luminous-dusk: linear-gradient(135deg,rgb(255,203,112) 0%,rgb(199,81,192) 50%,rgb(65,88,208) 100%);--wp--preset--gradient--pale-ocean: linear-gradient(135deg,rgb(255,245,203) 0%,rgb(182,227,212) 50%,rgb(51,167,181) 100%);--wp--preset--gradient--electric-grass: linear-gradient(135deg,rgb(202,248,128) 0%,rgb(113,206,126) 100%);--wp--preset--gradient--midnight: linear-gradient(135deg,rgb(2,3,129) 0%,rgb(40,116,252) 100%);--wp--preset--font-size--small: 13px;--wp--preset--font-size--medium: 20px;--wp--preset--font-size--large: 36px;--wp--preset--font-size--x-large: 42px;--wp--preset--spacing--20: 0.44rem;--wp--preset--spacing--30: 0.67rem;--wp--preset--spacing--40: 1rem;--wp--preset--spacing--50: 1.5rem;--wp--preset--spacing--60: 2.25rem;--wp--preset--spacing--70: 3.38rem;--wp--preset--spacing--80: 5.06rem;--wp--preset--shadow--natural: 6px 6px 9px rgba(0, 0, 0, 0.2);--wp--preset--shadow--deep: 12px 12px 50px rgba(0, 0, 0, 0.4);--wp--preset--shadow--sharp: 6px 6px 0px rgba(0, 0, 0, 0.2);--wp--preset--shadow--outlined: 6px 6px 0px -3px rgba(255, 255, 255, 1), 6px 6px rgba(0, 0, 0, 1);--wp--preset--shadow--crisp: 6px 6px 0px rgba(0, 0, 0, 1);}:where(.is-layout-flex){gap: 0.5em;}:where(.is-layout-grid){gap: 0.5em;}body .is-layout-flex{display: flex;}.is-layout-flex{flex-wrap: wrap;align-items: center;}.is-layout-flex > :is(*, div){margin: 0;}body .is-layout-grid{display: grid;}.is-layout-grid > :is(*, div){margin: 0;}:where(.wp-block-columns.is-layout-flex){gap: 2em;}:where(.wp-block-columns.is-layout-grid){gap: 2em;}:where(.wp-block-post-template.is-layout-flex){gap: 1.25em;}:where(.wp-block-post-template.is-layout-grid){gap: 1.25em;}.has-black-color{color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-color{color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-color{color: var(--wp--preset--color--white) !important;}.has-pale-pink-color{color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-color{color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-color{color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-color{color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-color{color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-color{color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-color{color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-color{color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-color{color: var(--wp--preset--color--vivid-purple) !important;}.has-black-background-color{background-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-background-color{background-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-background-color{background-color: var(--wp--preset--color--white) !important;}.has-pale-pink-background-color{background-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-background-color{background-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-background-color{background-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-background-color{background-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-background-color{background-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-background-color{background-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-background-color{background-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-background-color{background-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-background-color{background-color: var(--wp--preset--color--vivid-purple) !important;}.has-black-border-color{border-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-border-color{border-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-border-color{border-color: var(--wp--preset--color--white) !important;}.has-pale-pink-border-color{border-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-border-color{border-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-border-color{border-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-border-color{border-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-border-color{border-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-border-color{border-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-border-color{border-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-border-color{border-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-border-color{border-color: var(--wp--preset--color--vivid-purple) !important;}.has-vivid-cyan-blue-to-vivid-purple-gradient-background{background: var(--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple) !important;}.has-light-green-cyan-to-vivid-green-cyan-gradient-background{background: var(--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan) !important;}.has-luminous-vivid-amber-to-luminous-vivid-orange-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange) !important;}.has-luminous-vivid-orange-to-vivid-red-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-orange-to-vivid-red) !important;}.has-very-light-gray-to-cyan-bluish-gray-gradient-background{background: var(--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray) !important;}.has-cool-to-warm-spectrum-gradient-background{background: var(--wp--preset--gradient--cool-to-warm-spectrum) !important;}.has-blush-light-purple-gradient-background{background: var(--wp--preset--gradient--blush-light-purple) !important;}.has-blush-bordeaux-gradient-background{background: var(--wp--preset--gradient--blush-bordeaux) !important;}.has-luminous-dusk-gradient-background{background: var(--wp--preset--gradient--luminous-dusk) !important;}.has-pale-ocean-gradient-background{background: var(--wp--preset--gradient--pale-ocean) !important;}.has-electric-grass-gradient-background{background: var(--wp--preset--gradient--electric-grass) !important;}.has-midnight-gradient-background{background: var(--wp--preset--gradient--midnight) !important;}.has-small-font-size{font-size: var(--wp--preset--font-size--small) !important;}.has-medium-font-size{font-size: var(--wp--preset--font-size--medium) !important;}.has-large-font-size{font-size: var(--wp--preset--font-size--large) !important;}.has-x-large-font-size{font-size: var(--wp--preset--font-size--x-large) !important;} :where(.wp-block-post-template.is-layout-flex){gap: 1.25em;}:where(.wp-block-post-template.is-layout-grid){gap: 1.25em;} :where(.wp-block-columns.is-layout-flex){gap: 2em;}:where(.wp-block-columns.is-layout-grid){gap: 2em;} :root :where(.wp-block-pullquote){font-size: 1.5em;line-height: 1.6;} </style> <link rel='stylesheet' id='spindogs-css' href='https://www.ombudsman.wales/wp-content/themes/spindogs/css/main.css?ver=1738684748' media='all' /> <link rel="https://api.w.org/" href="https://www.ombudsman.wales/wp-json/" /><link rel="alternate" title="JSON" type="application/json" href="https://www.ombudsman.wales/wp-json/wp/v2/pages/4093" /><link rel="EditURI" type="application/rsd+xml" title="RSD" href="https://www.ombudsman.wales/xmlrpc.php?rsd" /> <link rel='shortlink' href='https://www.ombudsman.wales/' /> <link rel="alternate" title="oEmbed (JSON)" type="application/json+oembed" href="https://www.ombudsman.wales/wp-json/oembed/1.0/embed?url=https%3A%2F%2Fwww.ombudsman.wales%2F" /> <link rel="alternate" title="oEmbed (XML)" type="text/xml+oembed" href="https://www.ombudsman.wales/wp-json/oembed/1.0/embed?url=https%3A%2F%2Fwww.ombudsman.wales%2F&format=xml" /> <meta charset='UTF-8'><meta name="viewport" content="width=device-width, initial-scale=1, shrink-to-fit=no"><!-- Google Tag Manager --> <script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-577PGV5'); window.dataLayer = window.dataLayer || []; function gtag() { window.dataLayer.push(arguments); } gtag('consent', 'default', { ad_storage: 'denied', analytics_storage: 'denied', ad_user_data: 'denied', ad_personalization: 'denied', wait_for_update: 500, }); dataLayer.push({'event': 'default_consent'}); </script> <!-- End Google Tag Manager --> </head> <body class='home page-template page-template-template-homepage-2020 page-template-template-homepage-2020-php page page-id-4093'> <!-- Google Tag Manager (noscript) --> <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-577PGV5" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript> <!-- End Google Tag Manager (noscript) --> <div id="backToTop"></div> <nav aria-label="Skip to main"> <a class="visually-hidden-focusable skiptomain" href="#Main">Skip to main content</a> </nav> <div class="wrapper"><!--wrapper--> <div class="row"> <div class="col-12 order-1"> <div class="header-aux"> <div class="container"> <div class="row"> <div class="col-12"> <div class="header-aux-nav"> <nav aria-label="Auxillery"> <ul class="nav-aux"> <li class="menu-item"> <div id="__ba_panel"><div class="imgDiv"><button aria-label="Listen with the ReachDeck Toolbar" title="Listen with the ReachDeck Toolbar" class="gw-launchpad-icon-button gw-launchpad-icon-button--orange gw-launchpad-icon-button--s3" type="button"><span class="gw-launchpad-icon-button__icon gw-launchpad-icon-button__icon--launchpad-s1 gw-launchpad-button__icon--accessibility-man-white" alt="Listen with the ReachDeck Toolbar"></span></button></div></div> </li> <li class="menu-item"> <a href="https://www.ombwdsmon.cymru">Cymraeg</a> </li> <li class="menu-item"> <button type="button" class="searchtoggle searchToggleTrigger">Toggle Search Form</button> </li> </ul> </nav> <!--nav--> </div> </div> </div> </div> </div> </div> <div class="col-12 order-3 order-xl-2"> <div class="searchbar searchBarElement" role="search" aria-hidden="true"> <div class="container"> <div class="searchbar-form"> <form action="https://www.ombudsman.wales"> <div class="container"> <div class="row"> <div class="col-xl-6 offset-xl-3"> <div class="search-wrapper"> <div class="field_wrap __text"> <div class="label_wrap"><label for="searchbar-input">Type in your search and hit enter to see results…</label></div> <div class="input_wrap"> <input type="text" placeholder="Search item" name="s" id="searchbar-input" class="searchBarFocus" value="" tabindex="-1"> </div> </div> <div class="submit_wrap"> <button type="submit" tabindex="-1">Search</button> </div> <button class="searchbar-close searchbarClose"><span class="visually-hidden">Searchbar close</span></button> </div> </div> </div> </div> </form> </div> </div> </div> </div> <div class="col-12 order-2 order-xl-3"> <header class="header"> <div class="container"> <div class="row position-relative"> <div class="position-static col-12"> <div class="header-wrapper"> <a href="https://www.ombudsman.wales" class="header-logo"> <img src="https://www.ombudsman.wales/wp-content/uploads/2022/10/Ombudsman-Wales-Primary-Logo-Colour-Dark.png" alt="Public Services Ombudsman for Wales"> </a> <div class="navcontainer"> <!--offcanvas--> <div class="navwrap"> <nav aria-label="Primary" class="nav"> <ul> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-home current-menu-item page_item page-item-4093 current_page_item menu-item-4171"><a href="https://www.ombudsman.wales/">Home</a></li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-412 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/making-a-complaint/">Making a complaint</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand Making a complaint</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">Making a complaint</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/making-a-complaint/">Making a complaint</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/making-a-complaint/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Information:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Information:</button></li> <li class="viewall"><button type="button">Information:</button></li> <li><a href="/how-to-complain/" class="megamenu-link">How to complain</a></li> <li><a href="/factsheets-new/" class="megamenu-link">Factsheets</a></li> <li><a href="https://www.ombudsman.wales/organisations-you-can-complain-to-us-about/" class="megamenu-link">Organisations you can complain to us about</a></li> <li><a href="/making-a-complaint/how-we-can-help-you-to-use-our-service/" class="megamenu-link">How we can help you to use our service</a></li> <li><a href="/microsoft-365-secure-email/" class="megamenu-link">Microsoft 365 Secure Email</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/making-a-complaint/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Complaints About:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Complaints About:</button></li> <li class="viewall"><button type="button">Complaints About:</button></li> <li><a href="/fact-sheets/complaints-against-public-bodies-our-procedure-easy-read/" class="megamenu-link">Complaints about public service providers in Wales</a></li> <li><a href="/fact-sheets/what-we-do-when-we-get-your-complaint-about-the-conduct-of-a-local-councillor/" class="megamenu-link">Complaints about the conduct of local councillors</a></li> <li><a href="/fact-sheets/complaints-about-independent-care-providers/" class="megamenu-link">Complaints about independent care providers</a></li> <li><a href="/complaints-about-covid-nosocomial/" class="megamenu-link">Complaints about Nosocomial COVID-19</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/making-a-complaint/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Other Organisations:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Other Organisations:</button></li> <li class="viewall"><button type="button">Other Organisations:</button></li> <li><a href="https://www.ombudsman.wales/other-organisations-that-may-be-able-to-help-you/" class="megamenu-link">Other organisations that may be able to help you</a></li> <li><a href="/advice-advocates/" class="megamenu-link">Advice and Advocacy bodies</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-406 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/about-us/">About Us</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand About Us</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">About Us</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/about-us/">About Us</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/about-us/" class="megamenu-link megamenu-link-has-children __heading"> <h2>About us:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">About us:</button></li> <li class="viewall"><button type="button">About us:</button></li> <li><a href="/who-we-are/" class="megamenu-link">Who We Are</a></li> <li><a href="https://www.ombudsman.wales/vision-mission-and-values/" class="megamenu-link">Our mission, ambition, principles and aims</a></li> <li><a href="https://www.ombudsman.wales/own-initiative-investigations/" class="megamenu-link">Our Own Initiative Investigations</a></li> <li><a href="https://www.ombudsman.wales/service-standards/" class="megamenu-link">Our Service Standards</a></li> <li><a href="https://www.ombudsman.wales/policies-and-procedures/" class="megamenu-link">Our Policies and Procedures </a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/about-us/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Requesting:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Requesting:</button></li> <li class="viewall"><button type="button">Requesting:</button></li> <li><a href="/how-to-request-a-review-of-a-decision-we-have-taken-or-complain-about-us" class="megamenu-link">How to request a review of a decision we have taken or complain about us</a></li> <li><a href="https://www.ombudsman.wales/freedom-of-information/" class="megamenu-link">How to request information about our work</a></li> <li><a href="https://www.ombudsman.wales/data-protection/" class="megamenu-link">How to request information we hold about you</a></li> <li><a href="https://www.ombudsman.wales/guide-to-information/" class="megamenu-link">Guide to Information </a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/about-us/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Other:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Other:</button></li> <li class="viewall"><button type="button">Other:</button></li> <li><a href="https://www.ombudsman.wales/news/" class="megamenu-link">News</a></li> <li><a href="https://www.ombudsman.wales/accessibility/" class="megamenu-link">Accessibility</a></li> <li><a href="https://www.ombudsman.wales/public-services-ombudsman-wales-act-2019/" class="megamenu-link">Read the Public Services Ombudsman (Wales) Act 2019</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-555 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/publications/">Publications</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand Publications</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">Publications</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/publications/">Publications</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/publications/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Publications:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Publications:</button></li> <li class="viewall"><button type="button">Publications:</button></li> <li><a href="/factsheets-new/" class="megamenu-link">Factsheets</a></li> <li><a href="/information-for-councillors/" class="megamenu-link">Information for Councillors</a></li> <li><a href="/consultations/" class="megamenu-link">Consultations</a></li> <li><a href="/research-and-surveys/" class="megamenu-link">Research and Surveys</a></li> <li><a href="/annual-letters/" class="megamenu-link">Annual Letters</a></li> <li><a href="https://www.ombudsman.wales/wp-content/uploads/2024/09/Independent-review-of-investigations-by-PSOW-into-Code-of-Conduct-complaints.pdf" class="megamenu-link">Independent Review</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/publications/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Case Findings:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Case Findings:</button></li> <li class="viewall"><button type="button">Case Findings:</button></li> <li><a href="/findings/" class="megamenu-link">Our Findings</a></li> <li><a href="/reports/" class="megamenu-link">Public Interest Reports</a></li> <li><a href="/own-initiative-reports/" class="megamenu-link">Own Initiative Reports</a></li> <li><a href="/equality-and-human-rights-casebook/" class="megamenu-link">Equality and Human Rights Casebook</a></li> <li><a href="/open-data-2/" class="megamenu-link">Open Data</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/publications/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Plans and Reports:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Plans and Reports:</button></li> <li class="viewall"><button type="button">Plans and Reports:</button></li> <li><a href="/annual-report-accounts/" class="megamenu-link">Annual Reports and Accounts</a></li> <li><a href="/special-reports/" class="megamenu-link">Thematic Reports</a></li> <li><a href="/strategic-plans/" class="megamenu-link">Strategic Plans</a></li> <li><a href="/publications/sustainability-reports/" class="megamenu-link">Sustainability Reports </a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <a href="https://www.ombudsman.wales/publications/" class="megamenu-link megamenu-link-has-children __heading"> <h2>Other Documents:</h2> </a> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button">Other Documents:</button></li> <li class="viewall"><button type="button">Other Documents:</button></li> <li><a href="https://www.ombudsman.wales/equality/" class="megamenu-link">Equality</a></li> <li><a href="https://www.ombudsman.wales/welsh-language-standards/" class="megamenu-link">Welsh Language Standards</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-426 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/for-service-providers/">For Service Providers</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand For Service Providers</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">For Service Providers</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/for-service-providers/">For Service Providers</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/guidance-in-public-bodies-to-wales/" class="megamenu-link">Guidance to public bodies in Wales</a></li> <li><a href="/fact-sheets/information-for-independent-care-providers/" class="megamenu-link">Information for independent care providers</a></li> <li><a href="/factsheets-for-service-providers/" class="megamenu-link">Factsheets for Service Providers</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/complaints-standards-authority/" class="megamenu-link">Complaints Standards Authority</a></li> <li><a href="/collaborative-working-best-practice-seminars/" class="megamenu-link">Collaborative Working & Best Practice Seminars</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/clinical-standards/" class="megamenu-link">Clinical Standards</a></li> <li><a href="/memoranda-of-understanding/" class="megamenu-link">Memoranda of Understanding</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-11559 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/easyread/">EasyRead</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand EasyRead</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">EasyRead</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/easyread/">EasyRead</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/how-we-work-easyread" class="megamenu-link">How we work </a></li> <li><a href="/code-of-conduct-easyread" class="megamenu-link">Information about Code of Conduct</a></li> <li><a href="/complaints-about-public-service-providers-easyread" class="megamenu-link">Complaints about public service providers</a></li> <li><a href="/complaints-about-education-easyread" class="megamenu-link">Complaints about Education </a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/complaints-about-health-easyread" class="megamenu-link">Complaints about Health</a></li> <li><a href="/complaints-about-housing-your-home-easyread" class="megamenu-link">Complaints about Housing & Your Home</a></li> <li><a href="/complaints-about-parking-easyread" class="megamenu-link">Complaints about Parking</a></li> <li><a href="/complaints-about-planning-easyread" class="megamenu-link">Complaints about Planning</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/complaints-about-social-services-easyread" class="megamenu-link">Complaints about Social Services</a></li> <li><a href="/complaints-about-various-other-things-easyread" class="megamenu-link">Complaints about Other things</a></li> <li><a href="/own-initiative-investigations-easyread" class="megamenu-link">Own Initiative Investigations</a></li> <li><a href="/thematic-reports-easyread" class="megamenu-link">Thematic Reports</a></li> </ul> </div> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/annual-reports-accounts-easyread" class="megamenu-link">Annual Reports & Accounts</a></li> <li><a href="/sustainability-reports-easyread" class="megamenu-link">Sustainability Reports</a></li> <li><a href="/equality-documents-easyread" class="megamenu-link">Equality Documents</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-130"><a href="https://www.ombudsman.wales/careers/">Join us</a></li> <li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-128 menu-item menu-item-has-megamenu"> <div class="menu-item-has-megamenu-button"> <a href="https://www.ombudsman.wales/contactus/">Contact us</a> <button type="button" aria-haspopup="true" aria-expanded="false">Expand Contact us</button> </div> <div class="menu-item-is-megamenu"> <div class="backto"><button type="button" aria-label="Back">Contact us</button></div> <div class="viewall"><a href="https://www.ombudsman.wales/contactus/">Contact us</a></div> <div class="container"> <div class="megamenu-wrap"> <div class="megamenu-col"> <div class="row"> <div class="col-lg-6 col-xl-3"> <ul class="megamenu-list"> <!-- List items --> <li class="backto"><button type="button"></button></li> <li class="viewall"><button type="button"></button></li> <li><a href="/contactus/" class="megamenu-link">Contact Us</a></li> <li><a href="/media-centre/" class="megamenu-link">Media Centre</a></li> </ul> </div> </div> </div> </div> </div> </div> </li> </ul> </nav> <!--nav--> </div> <!--offcanvas--> <div class="header-opts"> <button class="searchtoggle searchToggleTrigger">Toggle Search Form</button> <button class="burger"> <span class="burger-toggle"><span></span></span> Toggle Menu </button><!--burger--> </div> </div> </div> </div> </div><!--row--> </div><!--container--> </header><!--header--> </div> </div> <main id="Main" tabindex="0"> <!-- Banner - home --> <section class="banner max-width overflow-hidden __home"> <picture class="banner-image"> <source srcset="https://www.ombudsman.wales/wp-content/uploads/2021/08/computer-search-1-scaled.jpg" media="(min-width:768px)"> <!-- 1600x500 --> <img src="https://www.ombudsman.wales/wp-content/uploads/2021/08/computer-search-1-scaled.jpg" alt="Laptop with magnifying glass" data-object-fit="cover"> </picture> <div class="banner-wrap"> <div class="container"> <div class="row banner-wrap-row"> <div class="col-md-10 col-xl-6"> <div class="banner-content"> <div class="banner-contentwrap"> <h1 class="banner-title">Welcome to the Ombudsman</h1> </div> </div> </div> <div class="col-12"> <div class="banner-links"> <a href="/how-to-complain/" class="banner-link button __outline __white">How to complain</a> <a href="https://complaints.ombudsman.wales/en/pre-complaint" class="banner-link button __outline __white">Make a complaint</a> <a href="https://complaints.ombudsman.wales/en/resume-complaint" class="banner-link button __outline __white">Resume a complaint</a> </div> </div> </div> </div> </div> </section> <!-- Banner - home END --> <div class="flexibleblocks max-width overflow-hidden"> <div class="flexibleblocks-block __mediummargin"> <section class="cards-slider max-width overflow-hidden"> <div class="container"> <div class="row"> <div class="col-10 col-sm-6 col-md-12 mx-auto"> <div class="cards-slider-items"> <!--cards-slideritem--> <div class="cards-slideritem"> <div class="cards-slideritem-content"> <div class="cards-slideritem-icon"> <img src="https://www.ombudsman.wales/wp-content/themes/spindogs/images/card-icons/complaints.svg" alt="Join Us " loading="lazy" data-object-fit="contain"> </div> <a href="https://www.ombudsman.wales/careers/" class="cards-slideritem-link cardsMatchHeight"> Join Us </a> </div> <div class="cards-slideritem-description"> <p>Our Vacancies</p> </div> </div> <!--cards-slideritem END--> <!--cards-slideritem--> <div class="cards-slideritem"> <div class="cards-slideritem-content"> <div class="cards-slideritem-icon"> <img src="https://www.ombudsman.wales/wp-content/themes/spindogs/images/card-icons/ourfindings.svg" alt="Our Findings" loading="lazy" data-object-fit="contain"> </div> <a href="/findings/" class="cards-slideritem-link cardsMatchHeight"> Our Findings </a> </div> <div class="cards-slideritem-description"> <p>The latest case summary findings</p> </div> </div> <!--cards-slideritem END--> <!--cards-slideritem--> <div class="cards-slideritem"> <div class="cards-slideritem-content"> <div class="cards-slideritem-icon"> <img src="https://www.ombudsman.wales/wp-content/themes/spindogs/images/card-icons/factsheet.svg" alt="Factsheets" loading="lazy" data-object-fit="contain"> </div> <a href="/factsheets-new/" class="cards-slideritem-link cardsMatchHeight"> Factsheets </a> </div> <div class="cards-slideritem-description"> <p>Factsheets to help you understand what we can and cannot investigate</p> </div> </div> <!--cards-slideritem END--> <!--cards-slideritem--> <div class="cards-slideritem"> <div class="cards-slideritem-content"> <div class="cards-slideritem-icon"> <img src="https://www.ombudsman.wales/wp-content/themes/spindogs/images/card-icons/complaints.svg" alt="Complaints Standards Authority " loading="lazy" data-object-fit="contain"> </div> <a href="/complaints-standards-authority/" class="cards-slideritem-link cardsMatchHeight"> Complaints Standards Authority </a> </div> <div class="cards-slideritem-description"> <p>Information on the Complaints Standards Authority - Handling complaints, Reports, Training & Resources</p> </div> </div> <!--cards-slideritem END--> <!--cards-slideritem--> <div class="cards-slideritem"> <div class="cards-slideritem-content"> <div class="cards-slideritem-icon"> <img src="https://www.ombudsman.wales/wp-content/themes/spindogs/images/card-icons/elected.svg" alt="Information for councillors" loading="lazy" data-object-fit="contain"> </div> <a href="/information-for-councillors/" class="cards-slideritem-link cardsMatchHeight"> Information for councillors </a> </div> <div class="cards-slideritem-description"> <p>Information for councillors</p> </div> </div> <!--cards-slideritem END--> </div> </div> </div> </div> </section> </div> <div class="flexibleblocks-block __mediummargin"> <section class="news-slider max-width overflow-hidden"> <div class="container"> <header class="news-slider-header"> <div class="row"> <div class="col-md-8"> <h2 class="news-slider-title">News & Blog</h2> </div> <div class="col-md-4 news-slider-header-buttons"> <a href="/news/" class="button __outline __tertiary">View all</a> </div> </div> </header> <div class="row"> <div class="col-12 mx-auto"> <div class="news-slider-items"> <!--news-slideritem--> <div class="news-slideritem"> <div class="news-slideritem-image"> <picture> <img src="https://www.ombudsman.wales/wp-content/uploads/2025/01/shutterstock_2340183195-676x429-c-default.jpg" alt="Blurred View Of Modern Medical Office With Doctor's Workplace" loading="lazy" data-object-fit="cover"> </picture> </div> <div class="news-slideritem-content"> <div> <span class="news-slideritem-date"> 29 January 2025 </span> <a href="https://www.ombudsman.wales/blog/2025/01/29/a-significant-service-failure-to-urgently-refer-a-patient-with-symptoms-suggestive-of-bladder-cancer/" class="news-slideritem-link"> A significant service failure to urgently refer a patient with symptoms suggestive of bladder cancer </a> </div> <div class="news-slideritem-buttons"> <span class="button __outline __tertiary">Read more</span> </div> </div> </div> <!--news-slideritem END--> <!--news-slideritem--> <div class="news-slideritem"> <div class="news-slideritem-image"> </div> <div class="news-slideritem-content"> <div> <span class="news-slideritem-date"> 28 January 2025 </span> <a href="https://www.ombudsman.wales/blog/2025/01/28/job-vacancy-executive-director-corporate-resources/" class="news-slideritem-link"> Job Vacancy: Executive Director, Corporate Resources </a> </div> <div class="news-slideritem-buttons"> <span class="button __outline __tertiary">Read more</span> </div> </div> </div> <!--news-slideritem END--> <!--news-slideritem--> <div class="news-slideritem"> <div class="news-slideritem-image"> <picture> <img src="https://www.ombudsman.wales/wp-content/uploads/2025/01/shutterstock_1827770606-scaled-676x429-c-default.jpg" alt="Faces made out of different coloured paper to signify different skin tones" loading="lazy" data-object-fit="cover"> </picture> </div> <div class="news-slideritem-content"> <div> <span class="news-slideritem-date"> 24 January 2025 </span> <a href="https://www.ombudsman.wales/blog/2025/01/24/inclusion-and-accessibility-are-in-the-spotlight-as-the-public-services-ombudsman-for-wales-publishes-a-new-thematic-report-equality-matters/" class="news-slideritem-link"> Inclusion and accessibility are in the spotlight as we publish a new thematic report – ‘Equality Matters’ </a> </div> <div class="news-slideritem-buttons"> <span class="button __outline __tertiary">Read more</span> </div> </div> </div> <!--news-slideritem END--> </div> </div> </div> </div> </section> </div> <div class="flexibleblocks-block __mediummargin"> <div class="testimonial-wrap"> <div class="container"> <div class="row"> <div class="col-xxl-11 mx-auto"> <section class="testimonial-slider"> <div class="testimonial-slider-items"> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"The person who was investigating my complaint was very helpful and listened to my problems and I was pleased with the action that was taken."</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> </div> </div> </div> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"Immensely helpful. I have dyslexia and wouldn’t have been able to submit a complaint otherwise."</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> <p class="testimonial-slideritem-caption-description">Oral complaint</p> </div> </div> </div> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"I will never forget this experience … I am extremely grateful."</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> </div> </div> </div> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"You helped me to achieve a sense of fairness, which allowed me to feel more valued as a tenant."</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> </div> </div> </div> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"Thank you for the prompt turn around!"</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> </div> </div> </div> <div class="testimonial-slideritem"> <div class="testimonial-slideritem-content"> <div class="testimonial-slideritem-quote"> <p>"You are a very important service for people with questions that need answers. Thank you."</p> </div> <div class="testimonial-slideritem-caption"> <p class="testimonial-slideritem-caption-title">Complainant</p> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </div> </main><!--#Main--> </div><!--wrapper--> <footer> <div class="footer"> <div class="container"> <div class="row"> <div class="col-12 col-xl-7 order-2 order-xl-1"> <div class="footer-menu"> <ul class="footer-links"> <li><h5>Footer Menu</h5></li> <li><a href="https://www.ombudsman.wales/news/">News</a></li> <li><a href="https://www.ombudsman.wales/careers/">Join us</a></li> <li><a href="https://www.ombudsman.wales/accessibility/">Accessibility</a></li> <li><a href="https://www.ombudsman.wales/privacy-notice/">Privacy Notice</a></li> <li><a href="https://www.ombudsman.wales/contactus/">Contact Us</a></li> </ul> <div class="footer-contact"> <h5>Get In Touch</h5> <p> 0300 790 0203 Our phone line is open 10am-12:30pm and 1:30pm-4pm Monday – Friday </p> <a href="mailto:ask@ombudsman.wales">ask@ombudsman.wales</a> </div> </div> </div> <div class="col-12 col-xl-5 order-1 order-xl-2"> <div class="footer-translate"> Public Services Ombudsman for Wales<br /> 1 Ffordd yr Hen Gae, Pencoed<br /> CF35 5LJ<br /> <br /> You can contact us in Welsh and we will respond in Welsh. <br /> This will not lead to a delay in responding.<br /> All our documents are available in both Welsh and English.<br /> </div> <div class="footer-translate-socials"> <div id="google_translate_element" class="order-2 order-lg-1"></div> <script> function googleTranslateElementInit() { new google.translate.TranslateElement({ pageLanguage: 'en', layout: google.translate.TranslateElement.InlineLayout.VERTICAL }, 'google_translate_element'); } </script> <script src="//translate.google.com/translate_a/element.js?cb=googleTranslateElementInit"></script> <div class="socials-wrapper order-1 order-lg-2"> <!--socialicons--> <div class="socialwrap"> <a href="https://twitter.com/OmbudsmanWales" rel="noopener" class="socialicon __twitter"> <span class="visually-hidden">X (Twitter)</span> </a> <a href="https://www.facebook.com/Public-Services-Ombudsman-for-WalesOmbwdsmon-Gwasanaethau-Cyhoeddus-Cymru-100473692100959" rel="noopener" class="socialicon __facebook"> <span class="visually-hidden">Facebook</span> </a> <a href="https://www.youtube.com/channel/UCD0QMZK-WwUw-iSN6432Z9w" rel="noopener" class="socialicon __youtube"> <span class="visually-hidden">YouTube</span> </a> </div> <!--socialicons--> </div> </div> </div> </div> </div> </div> <div class="footer __lower"> <div class="container"> <div class="row"> <div class="col-12"> <div class="footer-col-wrapper"> <div class="footer-col order-2 order-lg-1"> <a target="_blank" href="https://www.spindogs.co.uk/"> Designed & Developed by Spindogs </a> </div> <div class="footer-col order-1 order-lg-2"> <ul class="footer-links"> <li><a href="https://www.ombudsman.wales/accessibility/">Accessibility</a></li> <li><a href="https://www.ombudsman.wales/contactus/">Contact Us</a></li> </ul> </div> </div> </div> </div> </div> </div> </footer> <!-- BROWSEALOUD: --> <!-- This doesn't work atm (403 forbidden) --> <script>var _baTheme=0,_baUseCookies=true,_baHideOnLoad=true;</script> <script src="//www.browsealoud.com/plus/scripts/ba.js"> </script> <script src="https://www.ombudsman.wales/wp-content/themes/spindogs/js/main.js?ver=1738684748" id="spindogs-js"></script> </body> </html>