Ask for information we hold about you

This page explains how you can ask for information we may hold about you. There is a a different way to make a request if you want information about our work. Before you make an information request you should read our Guide to Information which tells you about the information routinely publish on our website.

Information about you

The General Data Protection Regulation and Data Protection Act 2018 give you the right to access information we hold about you. This is known as a subject access request. Read our Privacy Notice to find out about your other information rights. Our Privacy Notice also tells you why and how we use your personal information.

How to make a request

There is no charge for you to make a request to see information we hold about you. You will need to provide us with enough information so that we can prove you are who you say you are. For example, your name, address, telephone number or email address. We also need a description of the information you are looking for, such as information about the complaint you made to us.

You can email your request to information.request@ombudsman.wales

You can also write to us at:

Information Governance Manager

Public Services Ombudsman for Wales

1 Ffordd yr Hen Gae

Pencoed

Bridgend

CF35 5LJ

Before you send your request, you may want to read the Information Commissioner’s Office (ICO) advice about how to request information. Go to the ICO’s website.

After you have made your request

We will send you a confirmation that we have received your request. We may ask more questions to help us find the information you have requested. We may also ask to give us extra information to prove your identity.

We will answer your request within 1 month but it can take longer if your request is complex. We will let you know if we need more time.

When we cannot give information

We are committed to working in an open and transparent way and want to provide you with as much information as we can so you can understand any decisions we have made. However, we will not give information if we think it would cause someone harm or hinder our ability to carry out our functions.

We consider complaints under the Public Services Ombudsman (Wales) Act 2019 and the Local Government Act 2000. We are prevented from sharing information from complaints unless it is for a reason set out in one of the Acts.

If we are unable to give you everything you have asked to see we will let you know why.

Medical records

If you want to see your medical records, you should ask your GP Practice, hospital, or dentist. We may not have all of your medical records as we only ask for information to help us consider your complaint. Read the NHS 111 Wales advice about obtaining copies of your medical records.

If you are unhappy with our response

If you are not happy with the way we have dealt with your request you can ask for a review.

Our Chief Legal Advisor usually carries out information request reviews. They will respond within 20 working days from the date you ask for an internal review. We may sometimes need to extend this to 40 working days.

You can email your internal review request to information.request@ombudsman.wales.

You can also write to:

Chief Legal Adviser