Complaints about the Welsh Revenue Authority
How to complain about the Welsh Revenue Authority (WRA).
When to use our complaints process
Contact us as soon as possible if you’re unhappy with the service you receive, for example:
- how we’ve treated you
- misconduct by WRA staff
We’ll look at your complaint and try to put things right.
Follow a different process if you:
- disagree with our tax decision or a penalty
- wish to complain about the Welsh Government or its ministers
- have feedback that’s not a complaint, use our online feedback form
Contact our Information Officer if your complaint is about a freedom of information request.
How to make a complaint
Welsh Revenue Authority
PO Box 110
Telephone: 03000 254 000
Rydym yn croesawu galwadau yn Gymraeg / We welcome calls in Welsh.
You can also authorise someone else on your behalf to complain for you.
How we use your information
What we’ll do next
We’ll acknowledge your complaint and respond within 20 working days of receiving it.
If your complaint is more complex and we need more time, we’ll let you know.
Usually, we’ll only be able to look at a complaint if you tell us about it within 6 months.
We do not consider complaints about matters that took place more than 3 years before you raised the issue.
We’ll let you know the outcome and why we’ve reached our conclusion.
- If we’ve made a mistake, we’ll explain what happened and put things right as soon as we can.
- If we identify improvements to our processes when dealing with your complaint, we’ll tell you about them.
- If we got it wrong, we’ll apologise.
How to take your complaint further
If you’re unhappy with our final decision, you can escalate your complaint to the Public Services Ombudsman for Wales.
Managing your tax affairs during a complaint
You should continue to pay any tax due while the WRA or the Ombudsman resolve your complaint.