Our review request response times:

We are currently seeing high demand for this part of our service and, in fairness to all complainants, we deal with requests in order of receipt. While our Factsheet explains that we normally aim to send you our review decision within 6 weeks, our current wait time is around 12 weeks. Our acknowledgement of your request will provide up to date information about the current position. We will then send you regular updates if necessary. We appreciate your patience during this time.

Changes to the review process from 1 June 2026:

Our review process is changing from 1 June 2026. The new process is set out on our Decision Review Process page. It will apply to any review request made on a decision issued on or after 1 June 2026. The previous process will apply to decisions issued before that.

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.

Decision Review Process – when you’re unhappy with our decision

You can ask for a review of a decision not to investigate your complaint, or a decision to exclude part of your complaint from an investigation.

We cannot review a decision just because you disagree with it.

For us to consider your review request, you must be able to show that we did not consider specific evidence that was available and say how that affected the decision.

You should submit your request within 4 weeks of the decision you wish to have reviewed.

A factsheet about our Decision Review Process is available on the Decision Review Process page.

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 - Online Form

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 one of the online forms below.

Request a review of the casework decision on your complaint Comment or complain about the standard of service you have received from us

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:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed
CF35 5LJ

Request a review of the casework decision on your complaint

Comment or complain about the standard of service you have received from us