Overview

We can consider complaints

• about a public service provider
• about an independent care provider, or
• that a local councillor has breached the Code of Conduct.

Complaints about service providers

For quick and easy information about what we can do, see our leaflet here.

To read more about what we do when we get your complaint about a service provider, click here.

To read more about what we can look into in respect of independent care providers, click here.

We also have detailed factsheets explaining what we can and cannot do by complaint subject. You can find them here.

Ready to complain about a service provider?

Please make sure you read the information above. It will help you understand the matters that we can and cannot look at and will tell you what will happen with your complaint. You can also call us for advice.

If you decide that you want to make a complaint, you can:

• complete our online complaint form
• post your complaint form to us using this address : 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ 

Please ensure that documents you send in the post are not folded, stapled or stuck together.

• email your complaint form to us at ask@ombudsman.wales
• complain to us by phone (complaints about service providers only) 0300 790 0203.

See more information about our process for complaints by phone here.

You can download or print our complaint forms here:

• Service provider complaint form  (for both public and independent service provider complaints)
• Service provider complaint form (Easy Read)

Our online complaint form will automatically help you identify the body you want to complaint about. In the case of a complaint about an independent care provider, we will ask you to enter their details.

However, if you decide to complete the printed out complaint form, please check that the organisation you want to complain about is one we can look into (the list is available here).

• If you want to complain on behalf of someone else, you will also need to complete our Authorisation Form.

There is more  guidance on how to submit a complaint below:

• Guidance on how to submit to us complaints about service providers

Complaints about local councillors

For quick and easy information about what we can do, see our leaflet here.

There is more information in these factsheets:

• Code of Conduct – General information
• What we do when we get your complaint about the conduct of a local councillor

We also have other factsheets explaining our process what we can and cannot do. You can find them here.

Ready to complain about a local councillor?

Please make sure you read the information above. It will help you understand the matters that we can and cannot look at and will tell you what will happen with your complaint. You can also call us for advice.

If you decide that you want to make a complaint, you can:

• complete our online complaint form
• post your complaint form to us using this address : 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ 

Please ensure that documents you send in the post are not folded, stapled or stuck together.

• email your complaint form to us at ask@ombudsman.wales
  

You can download or print our complaint form here:

• Local councillor complaint form 

How we will communicate with you

In line with our Service Standards, we will always seek to communicate effectively with you. You can find more details in this factsheet: Communication about your complaint

Please help us to help you

In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a complaint. We do not view behaviour as unacceptable just because someone is forceful or determined.

We believe that all complainants should have the right to be heard, understood and respected. However, our staff also have the same rights. We, therefore, expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.