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A new body, Natural Resources Wales has taken over the functions previously carried out by Forestry Commission Wales.
For a limited period some of Natural Resources Wales online services will continue to be provided on this website.

Complaints Procedure

We do, of course, hope that you will not find any cause for concern in your dealings with Forestry Commission Wales (FCW).  However, if you do wish to make a complaint, please in the first instance contact the local office for the area that you are complaining about.  You can also submit your complaint by email to fcwenquiries@forestry.gsi.gov.uk or by calling our Contact Centre on 0300 068 0300.

 

Definition of a Complaint:

Forestry Commission Wales defines a complaint as: “An expression of dissatisfaction made by a customer that requires a response.”  FCW will consider complaints about our administrative actions in relation to the following:

a)     Maladministration - this means poor administration or applying rules incorrectly.  The following list provides some examples:

  • Avoidable delay
  • Faulty procedures applied or failing to follow correct procedures
  • Failing to tell a member of the public about rights of appeal 
  • Failing to do something we agreed to do
  • Refusing to answer reasonable questions
  • Acting unfairly or discourteously

b)     Failing to provide a service we planned to provide, or must provide by law, or failing to provide a service to our standards

c)     Failing to provide information that you have asked for

d)     Failing to meet our Welsh Language Scheme

The following are still regarded as complaints but are dealt with under a separate procedure:

e)     Request for information under Open Information

f)       Better Woodland for Wales Grant Schemes

FCW do not consider the following to be complaints:

  • a request to carry out work e.g. overhanging trees, fencing etc
  • a report on fly tipping or vandalism
  • a request for information
  • a decision made by FCW that you do not agree with

Time scale for complaints:

  • Submit your complaint within 6 months of becoming aware of the matter
  • It will be acknowledged within 2 working days
  • Expect a response within 20 working days
  • Not satisfied let us know within 1 month of receiving the response

Complaints can be made using any one of the following methods:

  • in writing
  • by e-mail
  • by commenting online
  • by telephone

Our complaint Stages

Stage

General

Open Information (OI)

Welsh language

Grants & Regulations 

 

 

 

 

One

Contact the local office for the area that you are complaining about. You will receive an acknowledgement within 2 working days of receipt of your complaint, informing you who will be dealing with your complaint (Lead Official).  A full reply will follow within 20 working days of receipt, or you will be advised of any delay. 

Contact the Director for Wales

You will receive a full reply within 20 working days of receipt, or you will be advised of any delay. 

Please mark your letter ‘FOI Complaint’.

Contact the local office for the area that you are complaining about. You will receive an acknowledgement within 2 working days of receipt of your complaint, informing you who will be dealing with your complaint (Lead Official).  A full reply will follow within 20 working days of receipt, or you will be advised of any delay.

For details on how to complain about the Better Woodlands for Wales (BWW) scheme visit our web pages at Complaints and Disputes

 

For details on how to complain about EIA, grant and felling licences read above this table

 

 

 

 

Two

We shall do everything we can to deal with your complaint to your full satisfaction but if you feel that our response does not fully address your concerns you have the opportunity to take the matter further.  Please contact the Senior Official (Unit Manager) for the area that you are complaining about. A full reply will follow within 20 working days of receipt, or you will be advised of any delay.

We aim to resolve all complaints within the organisation, however, should you remain dissatisfied after using the Commission’s complaints system, you can refer the matter to: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AFPlease mark your letter ‘FOI Complaint’.

If you are still not satisfied with our response you can contact the Director for Wales who will ensure that any sustained complaints are given further, impartial consideration. A full reply will follow within 20 working days of receipt, or you will be advised of any delay.

 

 

 

 

 

Three

If you are still not satisfied with our response you can contact the Director for Wales who will ensure that any sustained complaints are given further, impartial consideration. A full reply will follow within 20 working days of receipt, or you will be advised of any delay.

 

We aim to resolve all complaints within the organisation, however, should you remain dissatisfied after using the Commission’s complaints system, you can refer the matter to: Welsh Language Board, Market Chambers, 5/7 St Mary Street, Cardiff CF10 1AT. Tel: 029 2087 8000 or visit  www.byig-wlb.org.uk

 

 

 

 

 

 

Four

We aim to resolve all complaints within the organisation, however, should you remain dissatisfied after using the Commission’s complaints system, you can refer the matter to: Public Services Ombudsman For Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ Tel: (01656) 641 150 or email ask@ombudsman-wales.org.uk.