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General Complaints

At Wrexham Council, we are committed to providing the best possible service. However, we understand there may be times when we do not meet your expectations and therefore the complaints procedure can be used to try to resolve your concerns.

Most complaints made to the Council will be dealt with through the Corporate Complaints Procedure. This was developed in accordance with the Model Concerns and Complaints Policy and Guidance, devised by the Welsh Government.

This procedure also applies if the issue is considered as a complaint relating to our compliance with the Welsh language standards.

The procedure has two stages; informal and formal. We will usually try to resolve your complaint informally in the first instance, unless the seriousness of the complaint requires an immediate formal investigation.

If you are reporting an issue to the Council for the first time, for example a missed waste collection, pothole or a broken streetlight, the complaints procedure will not apply.

The complaints procedure cannot consider matters relating to Fixed Penalty Notices (Littering and Dog Control) or Penalty Charge Notice (Parking). Details on how to challenge these can be found on the ticket issued to you.

Corporate Complaints Procedure

Informal

You can raise the complaint directly with the person or team you are currently dealing with. We would expect the relevant team to be given the opportunity to address your concerns initially, prior to the matter being escalated to a formal complaint. The complaint should be addressed within 10 working days.

Formal

If you remain dissatisfied having raised your complaint with the team or service directly, you can escalate your complaint for a formal investigation.

The Complaints Team will acknowledge your complaint within 2 working days and allocate an officer to investigate the issues raised. The Complaints Team are independent of the service subject to the complaint and will complete the investigation within 20 working days. You will then be provided with a written response, detailing the findings, conclusions and any recommendations. You may be contacted during the investigation if further information is required.

Please note, the Complaints Team cannot change or amend the decision or actions of the relevant department (e.g. scheduled appointments, proposed works) until the conclusion of the formal investigation. You should refer your request to the appropriate service in these circumstances.

Submit Your Complaint

Alternatively, you can use the contact details on this page.

Public Services Ombudsman for Wales

If you are not satisfied with the outcome of your complaint following a formal investigation, you can complain directly to:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Telephone: 0300 790 0203
Fax: 01656 641199

Email: ask@ombudsman-wales.org.uk
Website: www.ombudsman-wales.org.uk