How to complain about social services in Wales

We cannot make a complaint for you

SocialCareScore cannot make complaints for you or take up individual cases. Rating a council is not the same as making a complaint. To have something looked into, complain to the council. For other council services, see our help guides.

Before you start

In Wales, complaints about council social services follow a two-stage process set by law. The rules are in the Social Services Complaints Procedure (Wales) Regulations 2014 and the Representations Procedure (Wales) Regulations 2014, with guidance from the Welsh Government.

Welsh Government guidance says that making a complaint should not affect how you are treated in future.
You can complain in Welsh or English.
If you are worried about someone's safety, contact the council's social services straight away. Do not wait for a complaint to be dealt with. If someone is in immediate danger, call 999.

Who can complain

You can complain if you received, or were entitled to receive, a service from council social services. You can also complain if you were affected by something social services did or did not do.

Someone else can complain for you if:

you ask them to
you are a child
you do not have the mental capacity to make the complaint yourself
the person the complaint is about has died

The council must be satisfied that the person complaining has a real interest in the welfare of the person they are complaining for, and is suitable to act for them.

Some complaints about children's services are called "representations". They can be made by a child in care or a care leaver, a parent, a foster carer, a special guardian or adopter, or someone else with a sufficient interest in the child's welfare. They follow the same two stages. At Stage 2, an extra independent person also oversees the investigation.

Time limits

You should complain within 12 months of the thing you are unhappy about, or within 12 months of finding out about it.

The council can still consider a later complaint if there is a good reason for the delay and it can still investigate fairly. It is best to complain as soon as you can.

How to make a complaint

Contact the council's social services complaints officer. Every council must have one.
You can complain in person, by phone, in writing or by email. Many councils also have an online form.
If you complain by phone or in person, the council must write down your complaint and send you a copy.
Tell the council if you need help, an advocate, information in another format, or to communicate in Welsh.

If your complaint is about Cardiff Council

Cardiff Council: Social Services Complaints Officer (Children's Services): Telephone: 029 2087 3663; Monday to Friday, 8:30am to 5pm
Cardiff Council: complaints about adult or children's social services: Make a complaint or comment about social services on the Cardiff Council website

What happens next

The council acknowledges your complaint

The council must acknowledge your complaint within 2 working days. It must also tell you how the process works and offer you help.
Stage 1: local resolution

The council must offer to talk with you, face to face or by phone, to try to sort things out. This should happen within 10 working days of the acknowledgement. The time can only be extended in exceptional circumstances, and only if you agree.

If your complaint is sorted out, the council must write to you within 5 working days to confirm what was agreed.

You do not have to use Stage 1. You can ask for a formal investigation straight away.
Stage 2: formal investigation

Stage 2 starts if you are still unhappy after Stage 1, if you ask to go straight to Stage 2, or if the complaint is too serious for Stage 1.

The council writes down what your complaint is about and what you would like to happen, and asks you to check it. Guidance says this should be done within 5 working days. The date you both agree this written record is the start date.

An independent investigator, who is not a member or officer of the council, looks into your complaint.
You get a full written response

The council must send you a full written response within 25 working days of the start date. It must be signed by the Director of Social Services. It should say whether your complaint is upheld and what the council will do, include an apology where appropriate, and usually include the investigator's report. It must tell you about your right to complain to the Public Services Ombudsman for Wales.

In exceptional circumstances the council can take longer. It must tell you why and when you will get a response. The full response must be sent no later than 6 months after the council received your complaint.

Complaints timescales in Wales
What the council must do	Timescale
Acknowledge your complaint	Within 2 working days of receiving it
Hold a Stage 1 discussion, if you accept one	Within 10 working days of the acknowledgement
Confirm a Stage 1 resolution in writing	Within 5 working days of it being resolved
Send you the written record of a Stage 2 complaint	Within 5 working days (Welsh Government guidance)
Send the Stage 2 response	Within 25 working days of the start date
Send a delayed Stage 2 response, in exceptional circumstances	No later than 6 months after your complaint was received

When a complaint may be paused

The council may not consider a complaint, or may pause it, if considering it could harm other proceedings. This includes when:

you have said in writing that you intend to take court or tribunal action
the council is taking, or plans to take, disciplinary action against a member of staff
criminal proceedings are pending
civil proceedings, such as care proceedings or Court of Protection proceedings, are being considered

The council must write to you to explain why. You can send your complaint again up to 6 months after the other process has finished. Welsh Government guidance also says there should be no complaint investigation while it could affect a child or adult protection process.

The complaints procedure does not cover:

a complaint that has already been investigated
a complaint that the Public Services Ombudsman for Wales is investigating or has investigated
problems with a Freedom of Information request. Contact the Information Commissioner's Office instead
a spoken complaint that was sorted out to your satisfaction by the end of the next working day

Getting support and advocacy

You do not have to do this alone. An advocate is someone independent who can help you say what you want to say and understand your options.

Children and young people

Children in need, children in care and young people leaving care have a right to an independent advocate when they make a complaint. The council must tell them about advocacy services and offer to help them get an advocate.

NYAS Cymru: Advocacy and support for children and young people in care, leaving care or involved with children's services.; Freephone: 0808 808 1001 (Monday to Friday, 9am to 8pm); Find out who provides advocacy where you live
Meic: Free, confidential information, advice and advocacy for children and young people aged 25 and under in Wales, in Welsh or English.; Freephone: 0808 802 3456 (8am to midnight, every day); Visit the Meic website
Children's Commissioner for Wales: Children's Rights Advice and Assistance Team: Free, confidential advice if you think a child has been treated unfairly.; Freephone: 0808 801 1000 (Monday to Friday, 9am to 5pm, except bank holidays)
TGP Cymru: Runs advocacy services, including parent advocacy, in Cwm Taf Morgannwg, Mid and West Wales, and North Wales.; Visit the TGP Cymru website

Adults

If you are an adult, the council should tell you about advice and support, including advocacy.

Llais complaints advocacy: Free, independent and confidential help to make a complaint about the NHS or social care in Wales. Llais cannot help people under 18 make a complaint about social care themselves.; Telephone: 029 2023 5558; Find out about Llais complaints advocacy
Cardiff and Vale Advocacy Gateway: Advocacy information, advice and assistance for adults aged 18 and over in Cardiff and the Vale of Glamorgan.; Freephone: 0808 801 0577
Older People's Commissioner for Wales: Help for people aged 60 and over living in Wales who are having problems with services, including social care.; Telephone: 0344 264 0670 (Monday to Friday, 9am to 5pm)
Age Cymru Advice: Confidential, impartial advice for older people, their families, friends and carers.; Telephone: 0300 303 4498 (Monday to Friday, 9am to 4pm)
Carers Wales: Information and support for unpaid carers.; Telephone: 029 2081 1370 (Monday to Friday, 9am to 3pm)
Advicelink Cymru (Citizens Advice): Free advice on benefits, debt, housing, employment, education and discrimination.; Freephone: 0800 702 2020 (Monday to Friday, 8am to 7pm; Saturday, 9am to 1pm)

You can also search for local support on Dewis Cymru.

Writing your complaint

Keep to the facts: what happened, when, and who was involved.
Explain how it affected you, or the person you support.
Say clearly what you would like to happen. For example, an explanation, an apology, a change to support, or a decision being looked at again.
Say whether you want to try Stage 1 first, or go straight to a formal investigation.
Use headings or numbered points if you have several issues.
Keep a copy of everything you send.

Keep your complaint private

Your complaint letter will include personal details, such as names and dates. Send it privately to the council. Never post it, or any part of it, on SocialCareScore, social media or any other public website.

Example complaint letter

Replace the words in square brackets with your own details.

[Your name]
[Your address]
[Your email address or phone number]
[Today's date]

Complaints Officer
Social services
[Council name]
[Council address or email address]

Dear Complaints Officer,

Complaint about [children's services or adult social care]

I am writing to make a complaint under your social services complaints procedure.

[If you are complaining for someone else:] I am making this complaint on behalf of [their name], who is my [relationship]. [Explain why you are complaining for them. For example, they have asked me to, or they are a child.]

What happened: [Describe what happened in date order. Include dates, and the names or job titles of the people you dealt with, if you know them.]

How this has affected [me or them]: [Explain the impact.]

What I have already done: [For example, phone calls, emails or meetings, with dates.]

What I would like to happen: [For example, an explanation, an apology, a review of the support provided, or a meeting.]

I would like to [try to resolve this through a Stage 1 discussion] [ask for a Stage 2 formal investigation straight away].

Please acknowledge my complaint and tell me who will deal with it. [I would like help from an advocate.] [I would like to communicate in Welsh.] [I need information in this format: ...]

Yours sincerely,
[Your name]

Keeping records

Keep copies of letters, emails and forms you send and receive.
After phone calls and meetings, write down the date, who you spoke to, and what was said or agreed.
Keep a simple timeline of what happened.
Keep copies of assessments, care and support plans, and decision letters.
Store everything somewhere safe and private.

Asking for your records

You have the right to ask for copies of the personal information a council holds about you. This is called a subject access request.

Anyone can make one. You do not need a solicitor.
You can ask in writing or verbally. It helps to write "subject access request" at the top of your request.
The council usually has one month to respond. It can take up to 2 more months if the request is complex.
Someone else can make a request for you if they have the right authority.

If you do not get a reply after one month, send a reminder. If you are still unhappy, complain to the council. You can then complain to the Information Commissioner's Office (ICO). The ICO says you should do this within 3 months of your last meaningful contact with the council.

Information Commissioner's Office: Helpline: 0303 123 1113 (Monday to Friday, 9am to 5pm); ICO guidance on getting copies of your information

Disagreeing with a decision

A complaint is about how a service was provided, or how a decision was made. For example, delays, poor communication, or not being listened to.

Some decisions have their own formal review or appeal process set out in law. Ask the council whether this applies to your decision. If it does, use that route to challenge the decision itself. The complaints procedure is not a way to change the law or a council policy.

If your complaint is about a planned change to a care plan, placement or service, ask the council whether the change can be put on hold while your complaint is considered. Welsh Government guidance says councils should always consider this when a decision would have a significant effect on someone's life, unless there is a good reason not to, such as a risk to someone's safety.

Complaints about care providers

Registered care services, such as care homes and home care agencies, must have their own complaints procedure. Start by complaining to the provider.
If the council arranged or pays for your care, you can also complain to the council about how it met its duties to you. For example, how it assessed your needs, arranged your care or checked it was working.
If you arranged and pay for your care yourself, the council may not be able to investigate. The Public Services Ombudsman for Wales can look at complaints about self-funded care in care homes and care at home.
You can tell Care Inspectorate Wales about concerns with the quality or safety of a care service, or with a council's social services. It cannot look into individual complaints, but it uses what people tell it to decide what action to take.
If your complaint involves both health and social care, for example leaving hospital, the council and the NHS should work together to give you a joined-up response. NHS complaints in Wales use a process called Putting Things Right.
If you are worried about the practice of a registered social worker or care worker, you can raise a concern with Social Care Wales. Please do not name or describe staff on SocialCareScore.

If you are still unhappy

If you have been through both stages and are still unhappy, you can usually complain to the Public Services Ombudsman for Wales. You should normally do this within 12 months of becoming aware of the problem.

See all escalation routes, including the Ombudsman, inspectorates, commissioners and legal advice.

If you live outside Wales

The process is different in other parts of the UK.

England: complain to the council or care provider first. Complaints about children's social care usually follow a three-stage process set by law. You can then go to the Local Government and Social Care Ombudsman, normally within 12 months of when you first knew about the problem.
Scotland: social work complaints follow a two-stage process: a frontline response within 5 working days, then an investigation within 20 working days. You can then go to the Scottish Public Services Ombudsman, normally within 12 months.
Northern Ireland: complain to the Health and Social Care Trust first. When the trust's complaints process has finished, you can go to the Northern Ireland Public Services Ombudsman, normally within 6 months.

Our escalation routes page compares the organisations in each nation.

Last reviewed: 15/09/2026