ombudsman-wales.org.uk Making a Complaint : Public Services
Organization : Public Services Ombudsman For Wales
Type of Facility : Making a Complaint
Country: Wales
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Website : https://www.ombudsman.wales/
Making a Complaint :
The Ombudsman:
Nick Bennett is the Public Services Ombudsman for Wales. He has legal powers to look into complaints about public services and independent care providers in Wales.
Related : Wales Audit Office Complaints Submission : www.statusin.org/9263.html
He can also look into complaints that local authority members have broken their authority’s code of conduct. He is independent of all government bodies.
He has a team of people who help him consider and investigate complaints. The service that he provides is impartial and free of
Making a Complaint:
The Ombudsman can consider complaints:
** about a public service provider,
** about an independent care provider, or
** that a local authority member has broken the code of conduct.
Below are three booklets. Please read the booklet relevant to the type of complaint you want to make. This information will help you understand the matters that the Ombudsman can and cannot look at and tell you what will happen with your complaint. If having read this information, you decide that you want to make a complaint, you should do so by completing the online complaint form below.
However, if you prefer, you can also print out the relevant form (to be found at the bottom of this page), complete it and return it to the Ombudsman’s office at the address shown below. If you want to complain about a public service provider, our online complaint form will automatically help you identify the body you want to complaint about (in the case of a complaint about an independent care provider you will be asked to enter their details).
By Post:
You can make your complaint by completing the online form on this website.
Download the appropriate form. (The service provider form can be used for both public and independent service provider complaints.)
Post the completed form to:
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
0300 790 0203
Investigations:
Under the Public Services Ombudsman (Wales) Act 2005, the Ombudsman can issue one of two types of reports following an investigation into a complaint by a member of the public that they have suffered hardship or injustice through maladministration or service failure on the part of a public body.
The first type of report (known as a Section 16 report) is issued when the Ombudsman believes that the investigation report contains matters of public interest. The body concerned is obliged to give publicity to such a report at its own expense.
The second type of report that the Ombudsman can issue is known as a Section 21 report. He can do so if the public body concerned has agreed to implement any recommendations he has made and if he is satisfied that there is no public interest involved. Summaries of all Section 21 reports can be found in the quarterly editions of The Ombudsman’s Casebook available on the Publications page.
On this page can be found the summary and full report of the public interest reports issued over the past two years (they can be viewed in two ways, either by subject area or by public authority). Also on this page is a list of the other investigation reports issued over this time scale.
Call us on : 0300 790 0203