If we formally investigate your complaint, we will let you know what we have found in keeping with your preferred form of communication.

This could be by letter or e-mail, for example. If necessary, we will produce a longer report.

We’ll explain how and why we came to our conclusions.

    • If we find that we got it wrong, we’ll tell you what and why it happened. We’ll show how the mistake affected you.
    • If we find there is a fault in our systems or the way we do things, we’ll tell you what it is and how we plan to change things to stop it happening again.
    • If we got it wrong, we will always apologise.

Learning lessons

We take your concerns and complaints seriously and try to learn from any mistakes we’ve made.

Our Executive Management Team considers a summary of all complaints quarterly as well as details of any serious complaints.

Our Board also considers our response to complaints at least twice a year.

Putting things right

  • If we didn’t provide a service you should have had, we’ll aim to provide it now if that’s possible.
  • If we didn’t do something well, we’ll aim to put it right.
  • If you have lost out as a result of a mistake on our part we’ll try to put you back in the position you would have been in if we’d got it right.
  • If you had to pay for a service yourself, when you should have had one from us, we will usually aim to make good what you have lost.


If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of all government bodies and can look into your complaint if you believe that you personally, or the person on whose behalf you are complaining:

  • have been treated unfairly or received a bad service through some failure on the part of the body providing it
  • have been disadvantaged personally by a service failure or have been treated unfairly.

The Ombudsman expects you to bring your concerns to our attention first and to give us a chance to put things right. You can contact the Ombudsman by:

There are also other organisations that consider complaints. For example, the Welsh Language Commission about services in Welsh. We can advise you about such organisations.