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Home Council Contact Us Contact the Council How to make a complaint

How to make a complaint


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Complaints can be made in any way that suits you, for example, letter, email or phone.
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If you are unhappy with the service you received from Conwy County Borough Council, you can complain to any member of our staff.

First speak to the people involved. For example, if the complaint is about a public facility like a theatre or leisure centre, ask to speak to the supervisor or duty manager. In most cases, the person you speak to can sort out your complaint easily and you will not need to take any further action.

Or you can contact:

Complaints Unit,
PO Box 1,
Conwy,
LL30 9GN

Phone: 01492 576070 (calls to this number will be recorded)
Email: complaints@conwy.gov.uk

Or you can fill in the online form

Please note: Not all complaints can be dealt with through our complaints policy. Please read the list below before sending us your complaint.

Issue you may haveWhat you should do

Reporting a problem

Speak to the service involved

Something where you have a right of appeal

Follow the appeal process

Concerns about other organisations such as NHS, Police, Town or Community Council

Refer to the correct organisation

1) Concern about a Councillor’s behaviour

Refer to the Ombudsman at:

Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ

or

 

2) Unhappy with the outcome of our complaints process at the end of stage 2

e-mail: ask@ombudsman-wales.org.uk 
Web: www.ombudsman-wales.org.uk   
Phone: 0300 790 0203

Concerns about Social Care

Refer to Social Care complaints at:

Statutory Complaints Officer
Social Care
PO Box 1
Conwy
LL30 9GN
   
Phone: 01492 577744
e-mail cssc@conwy.gov.uk

Issues to do with Freedom of Information and Data Protection

Refer to Information Governance Unit:

Information Governance Manager
Conwy County Borough Council
Bodlondeb
Conwy 
LL32 8DU
Phone: 01492 576070
info-gov.unit@conwy.gov.uk

Concerns about a school

Refer to the school directly

Concerns relating to an outside organisation where an Officer or Member of the Council represents the Council on that organisation

Refer to the organisation directly

Concerns relating to an issue where there are current legal proceedings

Wait until proceedings are concluded

 

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