Independent Review Service for Customer Complaints(IRSCC) for the Parliamentary Service Ombudsman of Wales
Since September 2024 ch&i has been the IRSCC for the Parliamentary Services Ombudsman of Wales (PSOW). We are responsible for reviewing customer service complaints about the PSOW and reporting our findings and conclusions to the Ombudsman and the complainant
Bodies within the jurisdiction of the PSOW include local councils, the National Health Service, housing associations, social care providers and the Welsh Government. The Ombudsman can investigate complaints made by members of the public where they have suffered hardship or injustice through maladministration or service failure.
The IRSCC role is limited to complaints about service failure on the part of PSOW, including failure to meet its service standards. Matters related to a PSOW casework decision, or the basis for that decision (including evidence gathered to make that decision), are not issues within the IRSCC remit.
If you wish to complain about any of the services provided by PSOW, you can contact us directly or make your complaint to the PSOW and they will refer it to us.
You can complain to the PSOW by:
IRSCC
In those cases referred for independent review, our role as IRSCC is:
Please note that we do not have authority to investigate and decide upon the following:
Since September 2024 ch&i has been the IRSCC for the Parliamentary Services Ombudsman of Wales (PSOW). We are responsible for reviewing customer service complaints about the PSOW and reporting our findings and conclusions to the Ombudsman and the complainant
Bodies within the jurisdiction of the PSOW include local councils, the National Health Service, housing associations, social care providers and the Welsh Government. The Ombudsman can investigate complaints made by members of the public where they have suffered hardship or injustice through maladministration or service failure.
The IRSCC role is limited to complaints about service failure on the part of PSOW, including failure to meet its service standards. Matters related to a PSOW casework decision, or the basis for that decision (including evidence gathered to make that decision), are not issues within the IRSCC remit.
If you wish to complain about any of the services provided by PSOW, you can contact us directly or make your complaint to the PSOW and they will refer it to us.
You can complain to the PSOW by:
- Completing the online complaint form at Complaints
- Posting the complaint form to 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
- Emailing the complaint form to [email protected]
- Calling the phone line on 0300 790 0203, Monday–Friday, 10 AM–12:30 PM and 1:30 PM–4 PM
IRSCC
In those cases referred for independent review, our role as IRSCC is:
- to provide judgement as to weather the PSOW has provided poor or bad services, including failures to provide service of a reasonable standard, taking into account quality, speed and performance
- failure to provide a service without a good reason
Please note that we do not have authority to investigate and decide upon the following:
- on complaints regarding the content of decisions made by the Public Services Ombudsman for Wales (PSOW), including the evidence used in those decisions.
- investigate or decide on complaints regarding the PSOW's judgment about jurisdiction or the outcomes of complaints against bodies within its jurisdiction. This means that the IRSCC cannot evaluate or report on the merits of such complaints, focusing instead on procedural matters rather than the substance of the decisions made by the PSOW.
- complaints about decisions made following decision review (that is the outcome of the request for review).
- complaints by PSOW employees concerning their employment or by applicants for employment about recruitment procedures
- complaints that have become the subject of legal proceedings.
- complaints about access to information or the processing of personal data