Complaints Procedure
The Wales Office complaints procedure for members of the public
If we fall short of the standard of service you expect, as a member of the public, from a Government department, we hope that you will tell us so that we can try to put things right and to do better in the future.
Wherever possible, please raise your complaint on the spot with the person who has dealt with you. If this is not possible or if you remain dissatisfied, please write to the Head of Business Services at the address given at the bottom of this page. It will help us deal with your complaint if you give as much background information as possible.
Wherever possible, we will investigate and send you a full reply within 10 working days of receipt of your complaint. If the investigation needs longer than this, we will write to you to explain the delay and tell you when you can expect a full reply. (Where your complaint is not directly a matter for the Wales Office, we will pass it on to the appropriate organisation for action and will let you know that we have done so.)
If you are dissatisfied with our substantive response, you can write to the Director of the Wales Office at the address given at the bottom of this page. The Director will review your complaint and its handling, and will write to you with the findings within 10 working days of receipt of your letter.
If you remain dissatisfied with our handling of your complaint, you can contact a Member of Parliament (who does not have to be your local MP) and ask him/her to make an approach on your behalf to the Parliamentary Commissioner for Administration (the Ombudsman). The Ombudsman is fully independent and has powers to investigate complaints about Government departments.
Where to send your complaint
If you wish to make a complaint about the service you have received from the Wales Office, please write to:
Head of Business Services
Wales Office
Gwydyr House
Whitehall
London SW1A 2ER
email: wales.office@walesoffice.gsi.gov.uk
If you are not content with the way in which your complaint was handled, please write to:
Director
Wales Office
Gwydyr House
Whitehall
London SW1A 2ER
email: fiona.adams-jones@walesoffice.gsi.gov.uk