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National Assembly for Wales Complaints Policy

The National Assembly for Wales is committed to dealing effectively with any concerns or complaints you may have about our service.
We aim to clarify any issues about which you are not sure. 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 got something wrong, we will apologise and where possible we will try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services.

Make a complaint

If something does go wrong we need to be able to put it right quickly, and if possible, take action to ensure it doesn't happen again.

To make a complaint, you can:

The Procedure – In Summary

Stage 1

In the first instance raise your complaint or concern with the official with whom you have been dealing.

Stage 2

If this fails to satisfy your concerns you should make a formal complaint. Your complaint will be investigated by the Chief Executive and Clerk or by a person nominated by her.

If you are not satisfied with the outcome, your complaint can be considered by the Public Services Ombudsman for Wales, or the Information Commissioner.

Our complaints policy.


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