Welsh language standards

We understand how important it is that Welsh speakers have the same access to public services as English speakers. We work hard to comply with the Welsh language standards (the standards) so that Welsh speakers are treated fairly when they engage with us. The standards are legal rules set out by the Welsh Government that require public bodies in Wales to treat Welsh and English equally, promote the use of Welsh and ensure services are available bilingually. 

We welcome written correspondence in Welsh and we respond to it in Welsh. Corresponding in Welsh does not lead to a delay and we also welcome phone calls in Welsh. We produce Welsh versions of our publications and webpages that are relevant to Wales.

Advice, guides and virtual training are available to staff on the intranet. Online training, which includes raising awareness of the policy, forms part of the induction for new starters. Existing staff are advised to undergo refresher training every two years.

We regularly run campaigns on the intranet and through newsletters to raise staff awareness of the Welsh Language Standards and how we comply with them. Support for officers dealing with complaints can be found on the intranet and staff are able to seek further guidance from the Welsh Language Officer (WLO).

Every year we produce a report on how we have complied with the standards.

Read our Welsh language standards report for 2024 to 2025.

There is also more information about what we offer Welsh speakers in our implementing the Welsh language standards document.

Further information about your rights to use the Welsh language can be found on the Welsh Language Commissioner’s website.

The Welsh Language (Wales) Measure 2011 established a legal framework to impose duties on certain organisations to comply with standards in relation to the Welsh language by way of sub-legislation (Welsh Language Regulation Standards).

We follow the same approach identified throughout this policy when we receive a Welsh language complaint. The investigating officers will also consult with any relevant legislation, the standards, Code of Practice and the Welsh Language Commissioner’s guidance before making a final decision.

We will first aim to resolve a Welsh language complaint quickly and informally with the relevant service area within ten working days. This is called stage 1: informal resolution. If the complaint is not resolved within ten days, it will be escalated to stage 2: formal investigation.

If there are any lessons to be learned from addressing your complaint, appropriate action will be taken, where possible, to put those lessons learned into practice.

Stage 1 complaint: informal resolution

We aim to resolve complaints as quickly as possible. If the person you raise the complaint with is unable to resolve the issue at the point of contact, the matter may be referred to a senior person within the appropriate service department to provide a response. We track and monitor all complaints.

Depending on the nature of the complaint, the matter may be resolved over the telephone or in writing, including email. Where we resolve an issue in a telephone call you will receive a letter or email confirming the outcome of the conversation.

The service department will provide a substantive response to your complaint within ten working days. If at this point the complaint is not resolved to everyone’s satisfaction it will be escalated to stage 2. We also reserve the right to escalate a complaint directly to stage 2 of the complaints policy.

Where we have referred your complaint to the relevant service department and you are dissatisfied with their response, you can then ask for a formal investigation.

Stage 2 complaint: formal investigation

If after ten days a complaint is not resolved at stage 1, it will be escalated to stage 2. We also reserve the right to escalate a complaint directly to stage 2 of the complaints policy. You may also transfer your complaint to stage 2 of the complaints process.

When a complaint is escalated to stage 2 of the process, the WLO will investigate.

Reasons a complaint may be escalated to stage 2 include:

• if a service department has had the opportunity to address your complaint and has not given you a response
• if you do not think that your complaint has been appropriately considered
• if you have received a response but you are not satisfied with the decision

If you wish to take your complaint to stage 2, the WLO will ask you for more information to understand your complaint and your desired outcome. The WLO will record the information and an acknowledgement of receipt will be sent by the complaints team within five working days.

In most cases, the complaints team will provide a substantive response to your complaint within 20 working days. Where this is not possible, you will be told the reason for the delay in writing and the date by which you can expect to receive a full response.

When action is required, the 20 working days will begin when both parties have agreed on the specific issues that will be the subject of the investigation. If a response is not received from the complainant within 28 working days of requesting an explanation, the complaint will be closed.

In line with the record keeping standards, the WLO will log the Welsh language complaint against the relevant category of standards, for example, service delivery, policy making or operational standards.

There may be rare occasions where the requirement to comply with a standard has been postponed through a challenge or appeal. In this case the WLO will provide advice.

All Welsh language complaints we receive are reviewed by the WLO and reported in our annual Welsh language standards report.

Contact our Wales team: [email protected] 

There are also other organisations that consider complaints, for example, the Welsh Language Commissioner. If you want to make a complaint about the lack of services in Welsh or that someone is interfering with your freedom to use Welsh, you can contact the Welsh Language Commissioner.