Complaints about the Welsh Revenue Authority

Contact us as soon as possible if you’re unhappy with the service you receive, for example:

• mistakes
• 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.

You can use our online complaint form.

Or write to us at:

You can also authorise someone else on your behalf to complain for you.

How we use your information

See our privacy policy for how we use the information you provide.

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.

If you’re unhappy with our final decision, you can escalate your complaint to the Public Services Ombudsman for Wales.

You should continue to pay any tax due while the WRA or the Ombudsman resolve your complaint.