How to ask for a review of a case-related decision
We aim to deliver a high-quality complaints handling service which looks at and decides complaints thoroughly, but proportionately, and explains decisions clearly. We recognise, however, that complainants may be unhappy about the decision we have made and feel that we have not properly looked at their complaint or have made a mistake.
We therefore have a process in place that allows you to ask for a review on a decision we have made about your complaint. This process is managed by the Lead Review 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.
What this process covers
The review process will look at our decision on your complaint. It will not re-assess your complaint against the public body.
The decisions suitable for review under this process are:
- A decision not to investigate your complaint
- A decision to exclude part of your complaint from an investigation
- A decision to stop an investigation we have started
- Our findings at the outcome of a completed investigation
What you must do
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 look at your review request you therefore must:
- Submit it to us within 20 working days of the date of our decision, and either
- Give new and additional information that was not available to us when we made our decision, or show that we have not properly looked at specific information you previously sent us, and
- Tell us how this affects our original decision.
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.
You should send your request to us in writing by completing the form available on our website on the ‘How to request a review of a decision we have taken or complain about us’ page, under the ‘About Us’ tab.
Alternatively you can email the form to us at review.request@ombudsman.wales or send it to us by post to:
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
If you have an accessibility requirement in completing the form, please contact us on 0300 790 0203 and we will assist you.
What we do when we receive your request
We will formally acknowledge your request within 5 working days.
If we cannot accept your request, we will tell you why.
If we can accept it, we will arrange for the Lead Review Officer, or another senior member of staff who has not been involved before, to look at your request.
We will aim to write to you with the outcome within 20 working days.
What are the possible outcomes?
We may:
- Agree to look at the case again and assess or investigate it further
- Suggest additional actions by the public body to resolve your complaint
- Confirm our previous decision
What happens then?
We must emphasise that the decision on any review is final and there is no further appeal or review process.
Unless you then raise new issues that we consider 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.