The Public Services Ombudsman for Wales (“PSOW”) aims to deliver a high-quality complaints handling service, which considers and determines complaints thoroughly, but proportionately, and conveys decisions clearly. We recognise, however, that complainants may be unhappy about the decision we have made and feel that we have not properly considered their complaint or have made a mistake.
We therefore have a process in place through which, under certain limited circumstances, you can ask for a decision we have made on your complaint to be reviewed. This process is managed by the Review and Service Quality Officer. They are not involved in the day to day handling of cases within the office, and can act as an impartial, fresh pair of eyes to look at your concerns.
The decisions eligible for review under this process are:
We will not accept a request for a review of our decision simply because you disagree with the outcome of your complaint. The review process is not an appeal process.
In order for us to consider your review request you therefore must:
We will not accept review requests after 20 working days unless you can show that there were exceptional circumstances why you have not met the deadline.
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
If you have an accessibility requirement in completing the form, please contact us on 0300 790 0203 and we will assist you.
We will formally acknowledge your request within 5 working days.
We will arrange for the Review Officer, or another senior member of staff who has not been involved previously, to consider your request.
Write to you with the outcome within 20 working days.
We must emphasise that the decision on any review is final and there is no further appeal or review process.
Unless you subsequently raise new issues that we consider are significant, we will not be able to respond to you further.
You cannot use this process to complain about a decision on a review.
There may be other legal options available to you and you may therefore wish to take legal advice.