Post-legislative review of the Public Services Ombudsman (Wales) Act 2019

Inquiry4

The Finance Committee is undertaking a post-legislative review of the Public Services Ombudsman (Wales) Act 2019.

The Committee published its report (PDF 929KB) on 10 October 2025. The Welsh Government responded to the report on 17 November 2025 (PDF 165KB). The Public Services Ombudsman for Wales responded (PDF 349 KB) to the Committees report on 5 December 2025.

Background

The Public Services Ombudsman (Wales) Act 2019 (the 2019 Act) requires the Senedd to undertake a post-legislative review as soon as practicable after 21 May 2024 (which is five years since the 2019 Act received Royal Assent).

As the Committee responsible for oversight of the Public Services Ombudsman for Wales (the ‘PSOW’) as set out under Standing Order 18A, responsibility falls to the Finance Committee to review the 2019 Act.

Terms of reference

The Committee will focus the review on the following areas:

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>>>The operation and effectiveness of the 2019 Act to date and whether it has enhanced the role of, and increased public confidence, in the Public Services Ombudsman for Wales (PSOW).

>>>The practical application of the process by which oral complaints are accepted by the PSOW and whether the ability for the PSOW to specify requirements for making a complaint in guidance has improved social justice and equal opportunities for citizens of Wales.

>>>How the PSOW has exercised the power to undertake own initiative investigations and whether this power has provided a mechanism to protect those most vulnerable in society.

>>>The effectiveness of the PSOW’s ability to investigate private medical treatment (including nursing care) in a public/private health pathway.

>>>The PSOW’s role in relation to complaints handling standards and procedures and the extent to which the 2019 Act provisions have improved complaints handling by bodies within the PSOW’s jurisdiction.

>>>The extent to which the policy objectives of the 2019 Act have been met, any developments in the five years since the Act was introduced and how the Act compares with current best practice.

>>>The costs and benefits of the 2019 Act, how these compare with the estimates set out in the Explanatory Memorandum and whether value for money been achieved.

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Evidence sessions