Complaints to the ombudsman rose from eight in 2020/21 to 110 in 2025/26, with 80% related to independent providers and AJM Healthcare accounting for most of these.

Ombudsman Paula Sussex said: ‘The experiences highlighted in our report show why wheelchair services must be designed around people's needs and the outcomes that matter to them.'

The ombudsman wrote to AJM to share her concerns about the growing number of complaints and seek reassurance the rise would be investigated.  

The ombudsman acknowledged AJM's management team has subsequently changed, adding it had accepted its investigations' findings and recommendations, and taken a proactive approach to providing remedies for all complainants. 

Mat Pickering, chief executive of AJM, said: ‘From conversations and our work with the ombudsman, we have changed how we support wheelchair users. We now manage waiting lists more effectively, keep people better informed about their wait, work more closely with commissioners and suppliers, and we have overhauled our complaints process.

‘We welcome this report and its recommendations. The challenges facing wheelchair services can be resolved with the right focus and leadership. We look forward to working with the NHS, Government, the Wheelchair Alliance and wheelchair users to make sure these recommendations deliver real change to the sector.'

The ombudsman made a small number of recommendations to Government and NHSE to improve services, including collecting reliable data on the number of wheelchair users and establishing stronger national oversight of wheelchair services. 

It has also recommended NHSE should make sure its Strategic Commissioning Development Programme equips the boards to commission sustainable, person-centred services. It added NHSE should also develop a consistent national approach to measuring and using wheelchair users' experiences to improve services.

An NHS spokesperson said: ‘Long waits for wheelchairs are unacceptable, denying people the independence and quality of life they deserve.

‘That's why our Wheelchair Quality Framework, co-produced with wheelchair users, sets a clear expectation that 92% of people receive their equipment within 18 weeks, and requires commissioners to hold regular performance meetings with providers to identify and tackle delays.'