We are committed to putting customers at the heart of everything we do. If you have a problem with our service, we want to make it right as quickly and fairly as possible.
We’re sorry you need to complain, but we’re here to help. You can contact us in the way that suits you best.
The first step is to get in touch with us. The easiest way is to call and speak to one of our friendly team:
- Call 02920 028711 Monday to Friday – 8.00am to 8.00pm, Saturdays, Sundays, and bank holidays – 9.00am to 5.00pm.
- Live Chat – we’ll get back to you straight away.
- WhatsApp – we’ll message you back within 48 hours. Click this link or scan the QR code below.
- Submit an enquiry through your Online Account we’ll get back to you within 3 working days.
- Write to us: IWNL, Driscoll 2, Ellen Street, Cardiff, CF10 4BP.
If we can’t resolve your complaint immediately or need to investigate further, we aim to reply within 10 working days. If we fail to do this, you’ll receive compensation under our Guaranteed Standards.
We aim to resolve your complaint at this stage, but if you’re not happy, you can move to Stage 2.
If you are still not happy, then get back in touch. Let us know how we’ve not managed to resolve your complaint and how we can look to do this.
We will then aim to reply within 10 working days. If we fail to do this, you’ll receive compensation under our Guaranteed Standards. In the unlikely event we’ve still been unable to resolve the matter, you can take your complaint to stage 3.
If you’re not happy with our final response, your complaint is over 8 weeks old, or you just want free, trusted advice, you can contact CCW here.
