Corporate complaints

Transport for Wales is committed to high standards of governance, accountability and transparency. If you have concerns about our corporate activities, policies, decision-making or conduct, you can raise them through our corporate complaints process.

 

Before you submit a complaint

This process is not for customer service complaints.

If your complaint relates to a train journey, ticket, station, delay, cancellation or any other transport service, please use our dedicated customer complaints service:

Customer complaints

 

What you can complain about

The corporate complaints process covers concerns relating to:

  • Corporate governance and decision-making
  • Administrative failures or delays
  • Failure to follow TfW policies or procedures
  • Conduct of Board members, committee members or employees acting in an official capacity
  • Transparency, accountability or maladministration concerns
  • Governance arrangements within TfW group companies

 

What is not covered

This process does not cover:

  • Customer service complaints
  • Employment, grievance or disciplinary matters
  • Whistleblowing or safeguarding concerns
  • Freedom of Information or data protection requests
  • Procurement disputes
  • Matters already subject to legal proceedings or external regulatory investigation

 

How to make a corporate complaint

Please email: corporate.complaints@tfw.wales 

To help us investigate, please include:

  • Your name and contact details
  • Details of your complaint
  • Relevant dates and supporting information
  • Any previous correspondence about the matter

 

What happens next

Once we receive your complaint, we will:

  1. Acknowledge receipt.
  2. Assess whether it falls within the scope of the corporate complaints process.
  3. Review the matter and gather any necessary information.
  4. Provide a written response explaining our findings and any action taken.

If you are dissatisfied with the outcome, you may request a review of the decision.

 

Privacy

Any personal information provided as part of a complaint will be handled in accordance with data protection legislation and used only for the purposes of managing and investigating your complaint.

 

Looking to complain about a train journey or TfW service?

This is the corporate complaints process and cannot investigate customer service complaints. For all customer complaints, please use our customer complaints form instead.

 

If you’re not happy with how we’ve dealt with your complaint

The Public Services Ombudsman for Wales is the independent body that investigates complaints about Welsh public services. Where a complainant remains dissatisfied after exhausting TfW's internal complaints process, they may be able to refer the matter to the Ombudsman. The Ombudsman can investigate allegations of maladministration, unfair treatment, or procedural shortcomings and may make recommendations to improve services and remedy any injustice identified.

You should normally contact the Public Services Ombudsman for Wales if:

  • You have already raised your complaint with Transport for Wales and completed TfW's complaints process.
  • You remain dissatisfied with TfW's final response.
  • You believe TfW has acted unfairly, failed to follow its procedures, caused unreasonable delay, failed to provide a service properly, or otherwise acted improperly.
  • You are seeking an independent review of how TfW handled the matter.

The Ombudsman will decide whether the complaint falls within its jurisdiction and whether an investigation is appropriate.

The Ombudsman may not be able to investigate matters that:

  • Have not first been considered through TfW's own complaints process.
  • Are subject to legal proceedings or where a court or tribunal is better placed to consider the matter.
  • Relate to issues outside the Ombudsman's legal powers and remit.

 

Contacting the Ombudsman

Further information about the Ombudsman's role and how to make a complaint can be found on the Public Services Ombudsman for Wales website.