This privacy notice explains the way in which we (the Public Services Ombudsman for Wales) handle your personal information.  This privacy notice is layered.  You can read more about the way we process your information depending on the nature of your contact with us.

The general information section of this privacy notice explains:


Who we are

The Public Services Ombudsman for Wales has legal powers to consider complaints about public services in Wales.  For example, you may complain that you have been treated unfairly or received a bad service through some failure on the part of the body providing it.  We can consider complaints about most public bodies in Wales.

We can also look at complaints that councillors (including community councillors) have breached their local authority’s code of conduct.


How you can contact us

You can contact us in the following ways:

  • By phone: 0300 790 0203

If you use BSL, you can use our free SignVideo interpreting service to talk to us (available from 8am-6pm, Monday to Friday).  You can read the SignVideo Privacy Policy from here.

We record our calls (telephone and other audio/video calls), as we find that it can be useful to listen again to conversations, to help us understand what we have been told. Calls are recorded and stored on our own systems.


Our Data Protection Officer’s contact details

Our Data Protection Officer is Alison Parker.  You can contact her at


How we collect your personal information

What information we collect depends on the nature of your contact with us.  Depending on the reason for your contact we may need to collect information about you from others.  To find out more read the privacy notice that relates to your reason for contacting us.


The steps we take to protect your information

We ensure that we protect your personal information in the following ways:

If we correspond with you by email, the we will send any confidential or sensitive personal information to you using encrypted secure email via Microsoft 365 email.  This is necessary to protect the content of the material.  You can access the encrypted email automatically if you have a Microsoft Office 365 account. If you do not already have a Microsoft Office 365 account, you can access the encrypted email by selecting the ‘sign in with a one-time passcode’ option when you open the email. This one time passcode will be emailed to you which you can then use to access the email.

If you have any queries about accessing encrypted email sent by this office, you can contact our IT team on

We use data processors who are third parties to provide some services for us.  We have contracts or data processing agreements in place with them for these services which set out the instructions they must follow.  This includes ensuring that adequate safeguards are in place to protect your information.


How long we keep your information

We will keep the information only for as long as we need it and will depend on what it is being used for.  Find out more about how long we keep different records for in our record retention schedule.


Your data protection rights

You have the following rights over the information we hold about you:

  • to request access to your information
  • to ask that we update, complete or correct your information, if it is inaccurate or incomplete
  • the right to object to our using your information in certain circumstances, and
  • the right to limit our use of it in certain circumstances.

You can contact us to exercise your rights or to make a complaint about how your information is used by emailing

If you are unhappy with the way in which we have used your information you have the right to complain to the Information Commissioner’s Office (ICO).