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Formal complaint against Cyngor Gwynedd

You can voice your concerns or submit a complaint to Cyngor Gwynedd if you are unhappy with:

  • the council itself
  • a member of staff or a person acting on the council's behalf
  • a partnership the council has with another person or organisation

Definition of a complaint

A complaint is:

  • when someone is unhappy or has a concern
  • it can be made in writing, spoken, or by any other way (e.g. email, phone, online form)
  • it can be made by one person or a group of people
  • it is about something the Council has done, or failed to do
  • it is about the quality of service provided

What is not a complaint

A complaint is not:

  • reporting a problem for the first time (e.g. a pothole, missed bin)
  • an initial service request (such as an initial report of a fly tip)
  • asking for information or an explanation of a decision
  • disagreeing with a Council policy or decision
  • appealing a decision where there is a formal appeal process
  • trying to influence or change legislation
  • fixed penalty notice (FPN) or penalty charge notices
  • a request under the Freedom of Information Act 2000
  • complaints already investigated
  • complaints being handled by the Public Services Ombudsman for Wales

To report any of the above, please go to: Report it online

Complaints Policy
You can read the full complaints procedure in our Complaints Policy:
- Cyngor Gwynedd's Complaints Policy
- Complaints Policy - easy read version

Enquiry or initial complaint

Enquiries or complaints can usually be dealt with on the spot by having a word with the person or department providing the service. This could be a receptionist, staff at the local leisure centre, a van driver or roadmen.

If you have a general complaint, enquiry or comment about Cyngor Gwynedd or about council services please fill in our online form.

General enquiry

Making a formal complaint

If you have not managed to address your enquiry or complaint at the first attempt, then the quickest and easiest way to make an official complaint is by lodging the complaint online.

Make a formal complaint against Cyngor Gwynedd

You can also make an official complaint by:

  • Phone: 01766 771000
  • Post: Swyddog Gwella Gwasanaeth, Cefnogaeth Gorfforaethol, Cyngor Gwynedd, Stryd y Jêl, Caernarfon, Gwynedd, LL55 1SH.

If your complaint relates to one of the specific areas below, please use the following links: