Customer contact and complaints handling

This covers how a council deals with you when you contact it: its contact centre, its website and forms, and how it handles concerns and complaints about any of its services. Councils in Wales follow a model concerns and complaints policy set by the Public Services Ombudsman for Wales.

Getting urgent help

Free help while you complain

Advicelink Cymru gives free, confidential advice on council services, benefits, debt, housing and discrimination, in Welsh or English. Source: Free help while you complain

Telephone: 0800 702 2020 (Monday to Friday, 8am to 7pm; Saturday, 9am to 1pm)

More information about Free help while you complain

Your rights

A minimum standard for handling complaints

The Ombudsman’s model policy is a minimum standard of complaint handling for public bodies in Wales. You can raise a concern in person, by phone, on a form, by email or by letter. Source: A minimum standard for handling complaints

How quickly the council should respond

The council should acknowledge your concern within 5 working days and tell you how it will deal with it. It should deal with most complaints within 20 working days, and tell you within that time if a complex complaint will take longer. Source: How quickly the council should respond

Time limits for raising a concern

Councils will normally only look at concerns raised within 6 months, although they can look at older ones if you explain the delay. They will not consider concerns about things that happened more than three years ago. Source: Time limits for raising a concern

Complaining should not affect how you are treated

The model policy says the council will make sure your dealings with it in future do not suffer because you have raised a concern or made a complaint. You can also ask for information in a different format, such as large print. Source: Complaining should not affect how you are treated

Some decisions have an appeal instead of a complaint

Where you have a statutory right of appeal, for example about a planning refusal or a school place, the council should explain how to appeal rather than investigate it as a complaint. The complaints policy also does not cover freedom of information or data access requests. Source: Some decisions have an appeal instead of a complaint

You can deal with the council in Welsh

The model policy is compatible with the Welsh Language Standards Regulations. If you could not get a service in Welsh, you may be able to complain to the Welsh Language Commissioner, normally within 1 year of becoming aware of what happened. Source: You can deal with the council in Welsh

How to complain

1. Raise it with the person you are dealing with

   The model policy says it is best to deal with things straight away. If the member of staff cannot help, they should explain why, and you can then ask for a formal investigation. Source: Raise it with the person you are dealing with

2. Ask for a formal investigation

   Say that you want your concern dealt with formally. The council will tell you who is looking into it, set out its understanding of your complaint and ask you to confirm it, and ask what outcome you want. Source: Ask for a formal investigation

   Time limit: Normally within 6 months of the problem

3. If more than one organisation is involved

   If your complaint covers more than one body, they should agree who leads and give you the name of the person who will keep in touch with you. If it is about a contractor working for the council, the council will still look into it and reply to you. Source: If more than one organisation is involved

4. Take it to the Ombudsman

   If the council does not resolve your complaint, you may be able to complain to the Public Services Ombudsman for Wales. It expects you to complain to the council first and to allow a reasonable time for a reply, which it puts at about 12 weeks. Source: Take it to the Ombudsman

   Time limit: Normally within 12 months of knowing about the problem

If you are still unhappy

Public Services Ombudsman for Wales

Independent of government. Looks at whether you were treated unfairly or received a bad service because of a failure by the council, and whether you were personally disadvantaged. Source: Public Services Ombudsman for Wales

When: After the council has had a chance to put things right.

Time limit: Normally within 12 months of knowing about the problem

Telephone: 0300 790 0203

Welsh Language Commissioner

Deals with complaints that an organisation has not complied with the Welsh language standards, for example if you could not deal with the council in Welsh. Source: Welsh Language Commissioner

When: If your complaint is about Welsh language services.

Time limit: Normally within 1 year of becoming aware of what happened

Telephone: 0345 6033 221

Information Commissioner’s Office

The UK regulator for data protection and freedom of information. It covers councils in Wales for both your own records and requests for official information. Source: Information Commissioner’s Office

When: After you have complained to the council about how it handled your request.

Time limit: Within 3 months of your last meaningful contact with the council

Telephone: 0303 123 1113

Free, independent advice

Advicelink Cymru (Citizens Advice)

Free advice on council services, benefits, debt, housing and discrimination, in Welsh or English. Source: Advicelink Cymru (Citizens Advice)

Telephone: 0800 702 2020

Equality Advisory and Support Service

Free advice on equality and human rights, including the duty to make reasonable adjustments under the Equality Act 2010. Covers England, Scotland and Wales. Source: Equality Advisory and Support Service

Telephone: 0808 800 0082