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.

 

*Due to the current COVID19 situation there may be a delay in responding to complaints received by the Council.*

 

We take all complaints seriously and will endeavour to respond as soon as possible. However, the council’s reduced resources are dedicated to supporting our most vulnerable residents and maintaining front line services to our communities during the current Coronavirus pandemic. At this time we will continue to receive, record and acknowledge all complaints. A formal response will, however, take longer than our published time scales.

 

Thank you for your understanding and patience.

 

 

A complaint could 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

Anyone who has used, or requires, a council service. 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.

 


Make a Complaint

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

 

Complete Online Complaint Form

 

By Phone:

  • 01446 700111 

 

By Email:

 

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.


Make a Compliment

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

 

By Phone:

  • 01446 700111

 

By Email:

 

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.

Make a Complaint

 

  • 01446 704800

 

Schools Complaint

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