The Auditor General for Wales (AGW) aims for his staff and appointed auditors to carry out their work to the highest professional standards, so he needs to know whether you have any concerns or have not been satisfied with any area of our work. Complaints give us an opportunity to put things right when mistakes have been made and to improve the quality of our services. We take complaints seriously, will investigate them thoroughly and honestly, and will reply to you as quickly as possible. For a copy of the leaflet, please click here.

If you have a comment or question, we would still like to hear from you.

What you can complain about

We will consider complaints about the following matters, as long as you make the complaint within six months of the event taking place or being brought to your attention.

• The way that the AGW carries out his legal duties – for example, appointing auditors and publishing reports.
• The work of WAO staff and appointed auditors, including their failures to follow the Code of Audit and Inspection Practice.
• Goods and services provided by the AGW – for example, publications, conferences and events.
• Whether the processes followed by WAO staff and appointed auditors, and anyone involved with any aspect of the AGW’s work, are reasonable.
• The behavior of WAO staff and appointed auditors.

We cannot investigate complaints about the following.

• The policies and decisions made by, or the services provided by, organisations (defined by the Public Audit Wales Act (2004) as public bodies) audited by the WAO or by auditors appointed by the AGW.  You should refer these complaints to the organisation itself, as it should have its own complaints procedure.
• Poor or inefficient management (known as ‘maladministration’) by audited organisations, which causes someone inconvenience or puts them at a disadvantage.  You should refer these complaints to the appropriate ombudsman.
• If you disagree with any decisions that the AGW or his appointed auditors have made while carrying out their legal duties.  Such decisions made by appointed auditors can however be reviewed by the courts.

How to complain

If you are not satisfied with the work of WAO staff or auditors appointed by the AGW, you should first give the relevant member of staff or appointed auditor the opportunity to deal with it. 

If you are not sure who to contact, or if you are not satisfied with the way your complaint has been dealt with by a member of WAO staff or the appointed auditor, please contact the Complaints Investigation Manager as follows.

• Phone: 02920 260260
• E-mail: complaints@wao.gov.uk
• Website: http://www.wao.gov.uk/

Although you can discuss complaints with our staff, it would be better to make them in writing. You can write your complaints in Welsh or English. 

When writing to us, please tell us:

• your address and phone number; and
• if you have any special needs, and we will do our best to meet them.

Complaints about the organisations audited by the AGW or the AGW’s appointed auditors

If you have a complaint about the performance or behaviour of an organisation audited by the AGW or the AGW’s appointed auditors, you should raise it with that organisation, using its own complaints procedure as appropriate. We cannot follow up complaints against audited organisations on behalf of individuals or groups.

However, if you have concerns about:

• value for money in the way a public organisation uses its resources;
• its financial management; or
• the proper conduct of public business;
  you should write to the Auditor General for Wales.

If you think that an organisation audited by the AGW or the AGW’s appointed auditors has treated you unfairly because of poor or inefficient management (‘maladministration’), and that this has caused you injustice (such as a loss, injury or upset), you should make your complaint to the Public Services Ombudsman.  Examples of ‘maladministration’ within an organisation include:

• being slow to take action when there is no good reason for the delay;
• not following the law or its own rules;
• breaking its promises;
• giving incorrect information; and
• not making a decision in the correct way.

Contact details

Public Services Ombudsman For Wales
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ

Phone: 01656 641 150
Fax: 01656 641 199

Website: http://www.ombudsman-wales.org/

Email: ask@ombudsman-wales.org.uk