UK | A record surge in complaints about public services in Wales

The Public Service Ombudsman for Wales has reported the busiest year in the office’s 20-year history, with a record rise in complaints about public services and councillor conduct across Wales.

In their Annual Report for 2025-26, the office say how they received 4,507 duly made complaints across our public services and Code of Conduct remits – 27% more than last year, 47% more than three years ago, and three times as many as 20 years ago.

The increase was especially sharp in complaints about the public services people rely on every day. For the first time, we received more than 4,000 complaints about public services in a single year, reaching 4,183 – a 29% increase on 2024-25 and 50% higher than three years ago.

The largest increases came from the sectors that account for most of our casework. Complaints about Welsh health boards rose by 42% to 1,351. Complaints about local authorities rose by 27% to 1,704. Complaints about housing associations rose by 25% to 513.

Despite this unprecedented demand, the office also closed a record number of complaints – 29% more than last year and 43% more compared with three years ago.

Michelle Morris, Public Services Ombudsman for Wales, said:

This is the clearest signal yet that pressure on public services continues to be felt by people across Wales. We are now receiving three times as many complaints as the office did 20 years ago, and this year’s increase is the sharpest we have seen. Behind every number is someone who has felt let down and is looking for answers, fairness and improvement.

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The Annual report can be accessed here.

Source: The Public Service Ombudsman for Wales, UK