You can submit a complaint if you are unhappy with the standard of service that you have received from the Council, or if you are unhappy with something the Council or a member of staff has done or has failed to do.
We expect customers to raise their complaint within six months (under Corporate Policy) or 12 months (under Social Services Policy) of becoming aware of the problem.
We will not investigate complaints received outside this timescale, unless there are exceptional circumstances.
Have you told us about the issue?
If you have not told us about the issue yet, please give us a chance to put things right.
Please do not use the complaint form if you:
- Need to tell us about a fault or ask us to do something. For example, report a highways problem, or a problem with waste and recycling.
- Need to ask us for information or an explanation of the Council's policies or decisions.
- Want to comment on the Council's policy decisions..
- Want to lobby or seek legislative change.
Making a complaint
You can also:
- call us on 029 2087 2087 or 029 2087 2088 (Cymraeg),
- visit us in person at one of our Hubs, or
- contact your local Councillor.
Download a complaint form (PDF, 261 KB) or pick one up from a Hub. Once you have completed the form, please send it to:
Complaints and Compliments County Hall
Atlantic Wharf
Cardiff
CF10 4UW
What happens next
We will send your complaint to the relevant department(s) for a response. They will:
- acknowledge your complaint within 5 working days of the date that they receive it,
- aim to resolve your complaint within 20 working days, and
- let you know within the 20 working day period if they think that it may take longer to investigate your complaint.
They will tell you how long they expect it to take and will provide regular updates.
You can find more information in our Corporate Comments, Complaints and Compliments Policy (PDF, 461 KB).
