Feedback and complaints

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We are committed to high standard of service. We aim to get things right first time.

Your suggestions, compliments and complaints help us to improve.
This page was updated on 22/04/2022
Complaints Handling Procedure

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Areas included in our complaints-handling procedure

You can complain about our work, and this may include:

  • the standard and quality of what we do
  • the content of our work
  • the conduct of a member of our staff
  • specific inaccuracies

Areas not included in our complaints-handling procedure

However, there are some complaints that we cannot deal with:

  • Inspection judgements made after an inspection or review. This is because, before and during an inspection, it is up to the provider to ensure they share all of the evidence needed for the inspection team to reach its judgements accurately and fairly.
  • An establishment that we inspect and work with, such as a school. You must follow their own complaints procedure in the first instance
  • Policies set by Welsh Government. Please visit www.gov.wales

We follow statutory deadlines for our inspection reports, so will not normally delay publication while we investigate a complaint.

Other resources

Public Services Ombudsman for Wales offers advice on how to complain about a public service.

https://www.ombudsman.wales/

Contact us

Robert Gairey
Feedback and Complaints manager
02920 446309
[email protected]

We welcome correspondence in both English and Welsh and will give each language equal priority.

Frequently asked questions about feedback and complaints

Do schools have to log parents’ complaints?
What do I do if I have a complaint about a school or other education and training provider?
Part of Inspection feedback