Vale of Glamorgan Council
Cyngor Bro Morgannwg

Complaints and Compliments

If you have a concern, complaint or a compliment about one of our services we want to hear about it.

 

Make a complaint 

You can make a complaint to the Council in the following ways.

 

We welcome complaints in both English and Welsh.

 

Complaints about Social Services, Schools, Councillors and Welsh Language are dealt with separately.

 

Online:

Online Complaint Form

 

By Email:

 

By Phone:

  • 01446 700111 

  

In Person:

You can speak to a receptionist at our main receptions and libraries.

 

In Writing:

Customer Complaints Officer
Customer Relations
Civic Offices
Holton Road
Barry
CF63 4RU 

Before you make a complaint

A complaint may include:

  • Failure of the council to provide a service

  • A delay in responding (or no response) to your request in the specified timescale

  • The council failing to follow their agreed rules, statutory responsibilities or published service standards

  • An unhelpful attitude of someone who works for the council

  • If you feel you have suffered any form of bias or discrimination

 

A complaint is not:

  • An initial request for a service, such as reporting a faulty street light. Report an issue to the Vale of Glamorgan Council

  • An appeal against a 'properly made' decision by a public body

  • A means to seek change to legislation or a 'properly made' policy decision

  • A means for lobbying groups or organisations to seek to promote a cause

 

Anyone who has used, or requires, a council service can make a complaint. You can also complain on behalf of someone else who cannot, for various reasons, complain themselves (as long as you have their written permission).

 

Your complaint should be brought to the attention of the council as soon as possible but you have up to 12 months after you become aware of any problem to submit your complaint. In exceptional circumstances this timescale could be extended.

More information on complaints:

 

 

Compliments

You can make a compliment to the Council in the following ways. We welcome compliments in both English and Welsh.

 

By Email:

 

By Phone:

  • 01446 700111 

  

In Person:

You can speak to a receptionist at our main receptions and libraries.

 

In Writing:

Customer Complaints Officer
Customer Relations
Civic Offices
Holton Road
Barry
CF63 4RU 

 

Social Services Complaints

There is a separate statutory complaints procedure for Social Services.

Social Services Complaint

 

  • 01446 704800

 

Schools Complaints

Schools have their own complaints procedures and the relevant Headteacher should be contacted direct in the first instance.

  • 01446 709107

 

Councillor Complaints

Complaints about the conduct of Councillors cannot be handled through the complaint system.

 

Please contact the Public Services Ombudsman for Wales or email the Council’s Monitoring Officer.

  • 0300 7900203

 

Welsh Language Complaints

There is a separate complaints procedure for complaints relating to the Welsh Language.

Please include contact details and your preferred method of communication. This will enable us to record your complaint.

  • 01446 709362

  

Policy on Unnacceptable Actions by Citizens 

This Policy sets out the Council’s approach to the relatively few individuals whose actions or behaviour against staff and Councillors is considered unacceptable. The term ‘citizen’ includes any person who contacts the Council or acts on behalf of another individual in doing so, any complainant, and any person who requests Council information. Where reference is made to ‘staff’ or ‘officers’ it is also applicable to Councillors. 

 

Policy on Unacceptable Actions by Citizens