Before you make complaint
Anyone who has used, or needs to use, a council service can make a complaint. You can also complain on behalf of someone else who cannot complain themselves (as long as you have their written permission). You should contact us as soon as possible but you have up to 12 months after you become aware of any problem to make a complaint. In exceptional circumstances this timescale could be extended.
We are aware that many complainants are submitting information assisted by Generative Artificial Intelligence (AI). While complainants are entitled to choose how they submit, review and respond to our correspondence, we would like to advise that AI-generated content can sometimes include false or unsupported claims.
To maintain the integrity and reliability of communications with us, we advise that any AI generated material is verified before including it in your responses. This will help to avoid any potential misinterpretations or the inclusion of incorrect information
Before you make a complaint please read:
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What a complaint is
A complaint may include:
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Failure of the council to provide a service
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A delay in responding (or no response) to your request in the specified timescale
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The council failing to follow their agreed rules, statutory responsibilities or published service standards
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An unhelpful attitude of someone who works for the council
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If you feel you have suffered any form of bias or discrimination
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What is not a complaint
A complaint is not:
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An initial request for a service, a one off missed collection or an insurance claim. Report an issue to the Vale of Glamorgan Council
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An appeal against a 'properly made' decision by a public body
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A means to seek change to legislation or a 'properly made' policy decision
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A means for lobbying groups or organisations to seek to promote a cause