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. If this is the case, you can follow our complaints procedure to try to resolve your concerns.
Most complaints made to us will be dealt with through the corporate complaints procedure.
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 first, unless the seriousness of the complaint requires an immediate formal investigation.
Before making a complaint
Before you make a complaint via the complaints procedure, check whether you can report the issue online to us first.
If you are reporting an issue to us for the first time (for example a missed bin collection or a pothole) the complaints procedure will not apply.
Matters relating to fixed penalty notices (littering and dog control) or penalty charge notices (parking) are not dealt with under the complaints procedure. Details on how to challenge these can be found on the ticket issued to you.
Corporate complaints procedure
You can raise the complaint directly with the person or team you are currently dealing with. Once you’ve raised a complaint they will try to resolve the issue within 10 working days.
If you’re still not happy you can ask for a formal investigation. We would expect the relevant team to be given the opportunity to address your concerns initially, before any matter is escalated to a formal complaint.
If you remain dissatisfied after raising your complaint with the team or service directly, you can escalate your complaint for a formal investigation. Our Complaints team investigates formal complaints and is independent of any service subject to complaint.
The Complaints team will acknowledge your complaint within 2 working days and allocate an officer to investigate the issues raised. The investigation will be completed within 20 working days. You may be contacted during the investigation if further information is required. Once the investigation is complete you will be provided with a written response - detailing the findings, conclusions and any recommendations.
The Complaints team cannot change or amend the decision or actions of the relevant department (such as scheduled appointments, proposed works) until the conclusion of the formal investigation. You should refer your request to the appropriate service in these circumstances.
How to submit a complaint
You can submit your complaint via the online form on MyAccount (you’ll need to register with MyAccount first if you haven’t already).
Submit a complaint online
The quickest and easiest way to submit a complaint is via the online form. Alternatively, you can contact the Complaints team at the following:
Wrexham County Borough Council
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 the Public Services Ombudsman.