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Standards of service

We value all customers' enquiries and feedback. We will provide timely and professional responses, be approachable and helpful, and make every reasonable effort to provide information that is relevant, accurate and current.

We will provide:

  • A response to your enquiry within 5 working days. If it is not straightforward or we are not able to respond because of prior commitments we will acknowledge your enquiry and agree a deadline with you for providing a full answer.
  • A spoken or written reply in Welsh if you wish.
  • Despatch of publications by post within two working days of receiving your order.
  • The name, telephone number, address and e-mail address of someone you can contact on all e-mails, letters and everything we publish.
  • A feedback form on our Internet site and an address for feedback on our major publications.
  • An acknowledgement and response to your feedback within 10 working days or to the timescale set out in any consultation exercise.

If you have a complaint, please send it to:

Statistical Policy Unit
Knowledge and Analytical Services
Welsh Government
Cathays Park
Cardiff
CF10 3NQ

Tel: 029 2082 5959
E-mail: stats.pubs@wales.gsi.gov.uk

We will adhere to the Government's code of practice on complaints. We aim to treat all complaints with courtesy and understanding and will keep you informed of progress. If a complaint warrants more than a simple explanation or apology we will acknowledge it and aim to provide a full answer within 15 working days. The Chief Statistician will be informed of all complaints.