Making a complaint about the council

Before you start

Your Voice, our complaints procedure, is for complaints about council services and specific issues only.  It is not for one-off requests for services.  For general requests, try  missed bin collectionsreport a potholereport a dog issue or general enquiries.

There are different ways to make a complaint, depending on what your complaint is about.  For other types of complaints, please follow the links below:

How do I make a complaint?

Make a complaint online 

  • Call us on 01824 706000 
  • Write to us at: Your Voice, PO Box 62, Ruthin, LL15 9AZ 
  • Tell a member of staff at a One Stop Shop

What happens next?

If you have made a complaint, this is the procedure we will follow: 

  • Step1:  if you have a complaint and you feel able to raise it with the person you have been dealing with, please speak to them in the first instance. They will try to resolve it for you there and then. If your complaint cannot be resolved straight away, or in a short period of time, it will be referred to the relevant department, and they will investigate. We will try to answer your complaint within 10 working days, but if we can’t, we will contact you to let you know why it might take longer to investigate, and how long we expect it to take. 
  • Step 2:  we aim to resolve complaints at the first stage of the process, but if we don’t, and our response doesn’t deal with your complaint as you expected, you can ask for a senior officer to investigate. This step can take up to 20 working days, because it requires a more detailed investigation.  This is the final stage in our complaints procedure. Complaints of a complex or serious nature may be considered at stage 2 from the outset.

If we don’t succeed in resolving your complaint, you can complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of all government bodies, and can look into your complaint if you believe you have been treated unfairly. You can get details of how to contact the Ombudsman on their website.

Help making a complaint

If you would like some help to make your complaint, please let us know.  Our staff are fully trained to help you.  If you would prefer help from someone who doesn't work for the council, you can contact Complaints Wales for independent and impartial advice.

Website domains

Please contact us online for any website domain name related queries you may have.

If you wish to make a complaint regarding the use of website domain names, including instances of domain name abuse, please complete our online complaints form. You should expect to receive a response within 10 working days.

If you are not satisfied with our response to your complaint in the first instance, you can ask for a senior officer to investigate, as part of our standard complaints process.