A complaint to Isle of Anglesey County Council can be about:
- the council itself
- 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:
- an expression of dissatisfaction or concern
- either written or spoken or made by any other communication method
- made by one or more members of the public
- about the council’s action or lack of action
- about the standard of service provided
What is not a complaint
A complaint is not:
- the first reporting of a fault (such as a faulty street light)
- an initial service request (such as an initial report of a fly tip)
- a first request for information, or an explanation of Isle of Anglesey County Council’s policies or decisions
- a representation about the merits of the Isle of Anglesey County Council’s policy decisions (such as the setting of rent payments)
- a challenge for a ‘properly made decision’ for which there is a statutory right of appeal
- a mechanism for lobbying or a means to seek legislative change
- making a noise complaint
- initial report of a missed bin
- initial report of blocked drains
- an initial report of an issue on the highway (issues such as potholes, roadworks, pavements and so on)
- fixed penalty notice (FPN) or penalty charge notices
- a request under the Freedom of Information Act 2000
- a complaint which has previously been investigated under this or the former complaints procedure
- a complaint which is being, or has been, investigated by the Public Services Ombudsman for Wales
Report an issue (not an official complaint) - link opens a new tab
Complaints policy
Isle of Anglesey County Council has a corporate complaints policy.
General complaint, enquiry or comment
Complaints can usually be dealt with on the spot by having a word with the person 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 Isle of Anglesey County Council or about council services please fill in our online form.
Making an official complaint
If your problem cannot be settled there and then, then the quickest and easiest way to make an official complaint is by lodging the complaint online.
You can also make an official complaint by:
- telephone by calling 01248 752 588
- writing to the Complaints Officer, Legal Section, Isle of Anglesey County Council, Council Offices, Llangefni, Anglesey, LL77 7TW
Copies of the forms and information leaflets are available in all council buildings.
Social services
There is a separate complaints procedure for social services.
Education
School complaints
We are unable to respond to complaints about individual schools. The Education Act 2002 requires that the governing bodies of all maintained schools in Wales establish procedures for dealing with complaints from parents, pupils, staff, governors and members of the local community.
The school will have a complaints policy/procedure which can be found either on their website or by contacting the school.
In the first instance, the complaint should be discussed with the headteacher, who can also provide further guidance on the complaints procedure within the school. All school complaints policies should follow the guidance issued by the Welsh Government (School Governing Body Complaints Procedures: Circular No 011/2012) which is a three stage procedure:
Stage A
If you have a concern, you can often resolve it quickly by talking to the headteacher. You should expect a response within 10 school days but if this is not possible, the school should agree a revised timescale with you. The person overseeing your complaint will keep you informed of the progress being made.
If the complaint is about the headteacher then your complaint should be put in writing to the chair of governors directly and addressed to the school.
Stage B
If you feel that your initial complaint is not resolved or appropriately dealt with then you should put your complaint in writing to the headteacher.
Stage C
Escalation to Stage C should only occur in exceptional cases as it should be possible to resolve most complaints at Stage B. However, if you still feel that your complaint has not been dealt with fairly then you should write, through the school’s address, to the chair of governors, setting out your reasons for asking the governing body’s complaints committee to consider your complaint. You will not have to write down the details of your complaint again.
The governing body’s complaints committee has the final say on complaints.
Welsh language complaints
To make a complaint about Isle of Anglesey County Council's compliance with Welsh language standards or a failure on the council’s part to provide a bilingual service, please use this procedure.
You also have the right to directly refer any complaints relating to the Welsh language to the Welsh Language Commissioner
Some files may not be suitable if you are using assistive technology. If you need a more accessible version, please email
digital@anglesey.gov.wales and tell us the format you need.