We are committed to not only dealing with complaints made to us but also learning and improving our services from any complaints made. If we make mistakes, we will acknowledge this, apologise and, where possible, put things right. 

Male Customer Service Operator Wear Headset Working In an office

What happens when you make a complaint with Beacon?

There is a two stage process:  

We will always aim to resolve your complaint at the first point of contact. 

  • We will let you know we have recorded your concerns as a complaint 
  • We will aim to resolve your complaint at the first point of contact 
  • We will inform you who is handling your complaint.  
  • We will respond and share our findings with you within 10 working days. 
  • We will keep you updated on the progress of your complaint. If we are unable to respond within the agreed timeframe, we will inform you.  

If you would like to submit a complaint you can use our online form. Please provide as much information as possible to help us  look into your issue, including what happened and details including date, address, name of person/s or contractor.   

Complaints form

Complaints can also be made by phone, email, or in writing:  

  • 01792 479200  
  • Beacon Cymru Group Ltd, 3rd Floor, 220 High Street, Urban Village, Swansea, SA1 1NW  

Please be aware the above methods are the best way to make a complaint, if you chose to text or email a member of staff directly with your complaint this could lead to a delayed response. 

Download a copy of our complaints procedure below.

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If you would like request someone to deal with the complaint on your behalf, you are able to do this, please let us know who will be acting on your behalf and their contact details.    

You can read the full complaints policy here.

Please note if you want to report a problem with a neighbour or antisocial behaviour, please contact our Customer Service Team.


Your requirements: if our usual way of dealing with complaints makes it difficult for you to use our service, for example if English or Welsh is not your first language or you need to engage with us in a particular way, please tell us so that we can discuss how we might help you.

B: MAKING A COMPLAINT ON BEHALF OF SOMEONE ELSE; THEIR DETAILS

Please note: We must be satisfied you have the authority to act on behalf of the person who has experienced the problem.

C: ABOUT YOUR CONCERN / COMPLAINT

Max. file size: 50 MB.

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