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.

Use of AI:

We are aware that many complainants are submitting information assisted by Generative Artificial Intelligence (AI). While complainants are entitled to choose how they submit, review and respond to our correspondence, we would like to advise that AI-generated content can sometimes include false or unsupported claims.

To maintain the integrity and reliability of communications with us, we advise that any AI generated material is verified before including it in your responses. This will help to avoid any potential misinterpretations or the inclusion of incorrect information.

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 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 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

We also have Easy-read PDF versions of the forms available below.

Request a review of the casework decision on your complaint

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