Complaints
Last reviewed: October 2026
Talybont-on-Usk Community Council aims to provide a fair, transparent and respectful service to residents and other members of the public.
If you are unhappy with something the Council has done, or with the way you have been treated, we encourage you to raise the matter so that we have an opportunity to look into it.
What you can complain about
You may wish to complain about matters such as:
- the way the Council has handled an enquiry
- the standard of service you have received
- an administrative error
- unreasonable delay
- failure to follow an agreed procedure
- the way a Council decision has been implemented
- the conduct of a member of staff or contractor acting on behalf of the Council
How to make a complaint
Please contact the Council in writing by email or post.
Your complaint should include:
- your name
- your contact details
- a clear description of what happened
- when the issue occurred
- what you would like the Council to consider or do in response
Email: talybontcc@gmail.com
Post: [INSERT COUNCIL POSTAL ADDRESS TBC]
If possible, please provide any relevant documents or correspondence that may help us understand the issue.
What happens next
The Council will acknowledge your complaint and consider how it should be handled.
We may contact you if we need further information or clarification.
The Council will aim to respond within a reasonable period. More complex matters may take longer, particularly where information needs to be gathered or considered by the Council.
Where appropriate, the Council may:
- explain what happened
- correct an error
- apologise
- provide further information
- review a procedure
- take other reasonable action
Complaints about Council decisions
A complaint is not normally a way to overturn a lawful Council decision simply because someone disagrees with it.
However, you may complain if you believe the decision-making process was not followed properly, relevant information was ignored, or there was some other administrative failing.
Complaints about councillor conduct
Complaints about the conduct of an individual councillor are dealt with separately under the Members’ Code of Conduct.
If you believe a councillor has breached the Code of Conduct, you may be able to complain to the Public Services Ombudsman for Wales.
Website:
https://www.ombudsman.wales/
The Ombudsman can provide information about the type of complaints it can consider and how to make a complaint.
Complaints about staff or administration
Complaints about the Council’s administration, staff handling, procedures or services should normally be made to the Council first using the contact details above.
The Council will consider the complaint fairly and, where possible, without involving anyone who is directly the subject of the complaint.
Vexatious, abusive or repeated complaints
The Council understands that people may feel strongly about issues affecting them.
However, the Council may limit contact where behaviour becomes abusive, threatening, persistently unreasonable or where substantially the same complaint is repeatedly pursued after it has already been properly considered.
Any such action will be proportionate and will not prevent legitimate concerns from being raised.
Confidentiality
Complaints will be handled with appropriate confidentiality.
Information may need to be shared with councillors, staff, advisers or other relevant parties where this is necessary to investigate or respond to the complaint.
Personal information will be handled in accordance with the Council’s Privacy & Data Protection policy.
If you are not satisfied
If you are not satisfied with the Council’s response, you may ask the Council to review the matter where appropriate.
Depending on the nature of the complaint, you may also have the right to contact another body, such as the Public Services Ombudsman for Wales.
Accessibility
If you need help making a complaint, or need the complaints process in another format, please contact the Council.