About PSOW
Public Services Ombudsman for Wales
The Public Services Ombudsman for Wales plays a vital role in upholding fairness, accountability and continuous improvement in Welsh public services. The Ombudsman has three core responsibilities: to consider complaints about public service providers in Wales; to investigate complaints that councillors have breached their Code of Conduct; and to drive systemic improvement in public services and standards of conduct across local government.
The Ombudsman is a Corporation Sole and serves as the Accounting Officer for the organisation. The office operates independently of government and provides its services free of charge, ensuring accessibility and impartiality for all.
Considering Complaints about Public Services
Under the Public Services Ombudsman (Wales) Act 2019, the Ombudsman investigates complaints about bodies delivering devolved public services in Wales. In addition to responding to individual complaints, the Ombudsman has the power to initiate investigations where there is reasonable suspicion of systemic maladministration resulting in injustice. This enables the office to address underlying issues and deliver broader public benefit.
Code of Conduct Complaints
The Ombudsman also considers complaints that members of local authorities may have breached their authority’s Code of Conduct. This function is exercised under Part III of the Local Government Act 2000 and associated Orders made by the Senedd. Through this work, the Ombudsman helps maintain integrity, transparency and public confidence in local governance.
Driving Systemic Improvement and Standards
A key part of the Ombudsman’s remit is to drive improvement across public services. Under the 2019 Act, the office sets and monitors complaint-handling standards, publishes performance data, and promotes good practice through guidance and training. This proactive approach supports organisations to learn, improve and deliver better outcomes for the people of Wales.
Strategic Objectives
Deliver justice with positive impact for the people of Wales
We provide an empathetic, proportionate and efficient service that ensures individuals feel heard, understood and treated fairly. Our recommendations are consistent, practical and effective in delivering meaningful outcomes.
Influence positive change in public services and uphold high standards of conduct
Through our Complaints Standards work, own-initiative investigations, and thematic reporting, we drive systemic improvement. We identify and share good practice and lessons learned, while supporting high standards of conduct among councillors.
Strengthen access and impact for those who need our services most
We continue to improve accessibility and raise awareness of our service, particularly among under-represented and vulnerable groups. By working with key partner organisations, we ensure our efforts are focused where they are needed most.
Ensure a resilient, agile and accountable organisation
We will maintain and strengthen our organisational capability, including our people, finances and digital infrastructure. Robust governance, transparency and accountability will underpin everything we do, enabling us to operate effectively and sustainably.
Strategic Plan 2026–2029
This year marks the 20th anniversary of the Public Services Ombudsman for Wales, an important moment to reflect on the organisation’s evolution and future direction. Over two decades, the office has developed from a primarily reactive complaints service into a more proactive and influential institution, shaping public services and strengthening access to justice.
This transformation was accelerated in 2019, when the Senedd expanded the Ombudsman’s powers to include own-initiative investigations, the setting and monitoring of complaints standards, and the ability to accept complaints in more accessible formats.
The values that have always underpinned the organisation independence, impartiality and fairness remain central. Even in periods of increasing demand and complexity, the office has demonstrated its ability to deliver for the people of Wales.
The Strategic Plan 2026–2029 sets out a more outward-facing, proactive and impact-led approach. It places people’s lived experience at the heart of its priorities and commits to smarter working making better use of data, removing barriers to access, and embracing digital and technological innovation. The plan also reinforces a commitment to agility, ensuring the organisation can respond effectively to emerging challenges and direct resources where they have the greatest impact.
For further information please visit our website www.ombudsman.wales
