Making a complaint

Please note that this page only relates to complaints for those living in Bridgend, Carmarthenshire, Neath Port Talbot or Swansea.

From 1st August 2026 the way we deal with complaints will be changing to align our process with the Public Service Ombudsman Wales Complaints Standard Authority. Any complaints submitted before this date will be dealt with under the current policy.

If you need to make a complaint and live in Rhondda Cynon Taf, please click here.

If you have a concern or a complaint, then we want to hear about it, so please take a look at our Complaints and Concerns Policy below before contacting us.

You can see our complaints procedure by downloading the documents here:

Complaints and Concerns Policy

投訴和疑慮政策

投诉和担忧政策

Polisi Cwynion A Phryderon

অিভেযাগ এবং উে গ িবষয়ক পিলিস

ﺳ ﺎ ﺳ ﺔ ا ﻟ ﺸ ﺎ و ى و ا ﻟ ﻤ ﺨ ﺎ و ف

How to contact us

You can complete our complaint form at the bottom of this page, or:

Call us on: 01792 479200
Email us: [email protected]

Public Services Ombudsman

If you are unhappy with the way we handle your complaint, you can refer the matter to the Public Services Ombudsman for Wales. However, the Ombudsman will only consider cases that have already been through Beacon’s internal complaints procedure, so your first stop should always be raising the issue with us.

Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ

Tel: 0300 790 0203 (calls charged at local rate)

E-mail: [email protected]

Website: www.ombudsman-wales.org.uk

Complaints - Swansea, Neath Port Talbot, Bridgend, Carmarthenshire

Comments

This field is for validation purposes and should be left unchanged.

Please Note: The person who experienced the problem should normally fill in this form. If you are filling this in on behalf of someone else, please also fill in Section B with their details.

Title: Mr / Mrs / Miss / Ms or other please state(Required)

Forname(s)(Required)

Surname(Required)

Address(Required)

Postcode(Required)

Email address

Daytime contact phone number

Please state how you would prefer us to contact you:(Required)

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 have to be satisfied that you have the authority to act on behalf of the person who has experienced the problem.

Their name in full

Address

Postcode

What is your relationship to them?

Why are you making a complaint on their behalf?

C: About your concern/complaint

(Please continue your answers to the following questions on a separate sheet(s) if necessary)

C1: Name of the department/section/service you are complaining about:(Required)

C2: What do you think they did wrong, or failed to do?(Required)

C3: What do you think they did wrong, or failed to do?(Required)

C4: What do you think should be done to put things right?(Required)

C5: When did you first become aware of the problem?(Required)

C6: Have you already put your concern to the frontline staff responsible for delivering the service? If so, please give brief details of how and when you did so:(Required)

C7: If it is more than six months since you first became aware of the problem, please say why you have not complained before now:(Required)

If you have any documents to support your concern/complaint, please email them to [email protected] advising that you have completed the online complaint form

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