Flintshire County Council is committed to dealing effectively with any concerns or complaints you may have about our services. We believe in treating people fairly and with respect, and listening to our conscience and acting with integrity.
We aim to clarify any issues you may be unsure about. If possible, we will put right any mistakes we may have made. We will provide any service you are entitled to which we have failed to deliver. If we did something wrong, we will apologise and, where possible, try to put things right for you. We aim to learn from our mistakes and use the information we gain from complaints to improve our services.
The information below is to help guide you through our complaint process.
If possible, we believe it is best to deal with things straight away. If you have a concern, please raise it with the person you are dealing with. They will try to resolve it for you there and then.
Complete our online form
Get in touch with Customer Services on 01352 703020 if you want to make your complaint over the phone.
Write to us at: Flintshire County Council, Customer Services, County Hall, Mold CH7 6NR.
What happens next?
We will acknowledge your concern within 5 working days and let you know how we intend to deal with it. We will aim to resolve concerns as quickly as possible and expect to deal with the vast majority within 10 working days.
If we do not succeed in resolving your complaint, you may ask us to escalate your complaint to Step 2. You can ask the person who has dealt with your complaint or contact Customer Services. We will tell you who we have asked to look into your concern or complaint and we will aim to respond within 20 working days.
If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of all government bodies.
Note: The Ombudsman normally expects you to bring your concerns to our attention first and to give us a chance to put things right.
What we expect from you
In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a concern or a complaint. We do not view behaviour as unacceptable just because someone is forceful or determined.
We believe that all complainants have the right to be heard, understood and respected. However, we also consider that our staff have the same rights. We therefore expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence. We have a separate policy to manage situations when we find that someone’s actions are unacceptable.
Make a complaint
For complaints relating to Schools, Welsh Language, Social Services, and Councillors - see below for guidance