We are happy to accept and respond to correspondence in Welsh. This will not lead to a delay. All our documents are available in both Welsh and English.
Overview
We can consider complaints
- about a public service provider
- about an independent care provider, or
- that a local councillor has breached the Code of Conduct.
Complaints about service providers
Before you submit your complaint
Please make sure you read the information below. It will help you understand the matters that we can and cannot look at and will tell you what will happen with your complaint. You can also call us for advice (0300 790 0203).
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Read more about what we do when we get your complaint about a service provider.
Read more about what we can look into in respect of independent care providers.
We have other detailed factsheets explaining what we can and cannot do by complaint subject. Go to our factsheets.
We cannot look into every organisation in Wales. Go to the list of organisations that you can complain to us about.
Ready to complain about a service provider?
If you decide that you want to make a complaint, go to our our online complaint form.
The form will help you decide if your complaint is one we can look into. It will also help you identify the body you want to complaint about. In the case of a complaint about an independent care provider, we will ask you to enter their details.
You can also
- print and post your complaint form to us using this address :
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Download service provider complaint form [PDF, 238 KB]
Download service provider complaint form in Easy Read format [PDF, 598 KB]
Please ensure that documents you send in the post are not folded, stapled or stuck together.
- complain to us by phone: 0300 790 0203.
Go to more information about our process for complaints by phone.
- If you want to complain on behalf of someone else, you will also need to complete our Authorisation Form.
Download the Authorisation Form [Word doc., 140 KB]
What if I want to complain in another language?
We can support you if you want to use another language when communicating with us.
Nasze dokumenty po polsku (our documents in Polish)
What if I need help to complain?
We can help you use our service. Go to more information about the support that is available. You can also call us to ask for support (0300 790 0203).
Complaints about local councillors
Before you submit your complaint
Please make sure you read the information below. It will help you understand the matters that we can and cannot look at and will tell you what will happen with your complaint. You can also call us for advice (0300 790 0203).
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|
Read more about when and how you can complain to us about the conduct of local councillors
Read more about what we do when we get your complaint about the conduct of a local councillor
We have other detailed factsheets explaining what we can and cannot do by complaint subject. Go to our factsheets.
Ready to complain about a local councillor?
If you decide that you want to make a complaint, go to our our online complaint form.
You can also
- post your complaint form to us using this address :
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Download local councillor complaint form [PDF, 256 KB]
Please ensure that documents you send in the post are not folded, stapled or stuck together.
What if I need help to complain?
We can help you use our service. Go to more information about the support that is available. You can also call us to ask for support (0300 790 0203).
How we will communicate with you
In line with our Service Standards, we will always seek to communicate effectively with you. Read more about how we will communicate with you about your complaint.
We are happy to accept and respond to correspondence in Welsh. This will not lead to a delay. All our documents are available in both Welsh and English.
Please help us to help you
In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a complaint. We do not view behaviour as unacceptable just because someone is forceful or determined.
We believe that all complainants should have the right to be heard, understood and respected. However, our staff also have the same rights. We, therefore, expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.