Complaints and Compliments

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:

• contactonevale@valeofglamorgan.gov.uk

 

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: