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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 are usually made by letter, e-mail or phone but they can be made in any reasonable way that suits you.
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If you are unhappy with the service you have received from Conwy County Borough Council and you wish to complain, you can make your complaint to any member of Conwy County Borough Staff.

When making a complaint it is often best to firstly 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
LL30 9GN

Phone: 01492 576070 (calls to this number will be recorded)

Email: complaints@conwy.gov.uk

Alternatively you can fill in the online form found on the link below;


Please note: Not all complaints are suitable to be dealt with through our complaints policy.  Please read the checklist below before submitting your complaint.

Issue you may haveWhat you should do
Service request Refer it for action to relevant Department
Something where you have a right of appeal Follow the appeal process
Concerns about other organisations e.g. NHS, Police, Town or Community Council Refer to the correct body
1) Concern about a Councillor’s behaviour Refer to the Ombudsman at :- Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae,
CF35 5LJ
2) Dissatisfaction with the outcome of our internal complaints process after the conclusion of stage 2 e-mail: ask@ombudsman-wales.org.uk 
Web: www.ombudsman-wales.org.uk   
Phone: 0300 790 0203
Concerns about Social Services Refer to Social Services complaints at :-
  Statutory Complaints Officer
Social Services
PO Box 1
LL30 9GN
Phone: 01492 577744
e-mail cssc@conwy.gov.uk
Issues around Freedom of Information and Data Protection Refer to Information Governance Unit:-

Information Governance Manager
Conwy County Borough Council
LL32 8DU
Phone: 01492 576070

Concerns about a school Refer to the school itself
Concerns relating to an outside organisation where an Officer or Member of the Council represents the Council on that organisation Refer to the organisation itself
Concerns relating to an issue where there are current legal proceedings Wait until proceedings are concluded

Complaints v Service Requests

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