We aim to provide a first class Ombudsman service for Wales.
We welcome feedback on your positive experience of our service.
However, we recognise that there will be occasions when complainants are unhappy with our decisions or the service we have provided.
Case Review Process – when you’re unhappy with our decision
You can ask for a review of our decision to not investigate your complaint or to discontinue an investigation. You can also ask for a review where you think that our decisions following an investigation are flawed.
We cannot review a decision simply because you disagree with it.
For us to consider your review request, you must have new evidence or be able to show that we did not consider specific evidence that was available.
You should submit your request within 20 working days of the decision you wish to have reviewed.
A factsheet about our Case Review Process is available here.
Complaint About Us Process – when you’re unhappy with our service
As part of our service commitments we aim to:
- provide an accessible, simple, effective and transparent process for looking into complaints about the service we give;
- meet the requirements of the Welsh Language Standards;
- respond quickly to complaints about the service we have provided; and,
- if we have got things wrong or given poor service, apologise and learn from our mistakes.
We want to hear your comments and concerns about the service we have provided, including comments or concerns about our compliance with the Welsh Language Standards.
How to request a case review or comment or complain about our service
To request a review of a decision we have taken or to comment or complain about our service (including how we comply with the Welsh Language Standards) please complete the online form at the bottom of this page. Please be aware that this online form will time out after 2 hours.
If you prefer you can download a PDF version of the form which you should then save to your computer. You can complete the form manually by printing and sending the completed form to our postal address , or you can email the completed form to feedback@ombudsman.wales
We also have an Easy-read PDF version of the form available below.
Gallwch ysgrifennu atom yn Gymraeg a byddwn yn ymateb yn Gymraeg. Ni fydd hyn yn arwain at oedi cyn ymateb.
You can write to us in Welsh and we will reply in Welsh. This will not lead to a delay in responding.