Complain about us
Making your complaint
If you are unhappy with something we have done or with the service we provided, you can make a complaint.
We can consider complaints about:
- the service you received from us
- delays or mistakes in our work
- how we handled your enquiry or contact
- how we followed our published guidance or processes
- Welsh language standards compliance
If your complaint is about something else, you may need to contact a different organisation.
Regulatory decisions can only be challenged through the courts. However, you can complain about how we handled a matter.
Complaints about party activity should be raised directly with the political party involved.
Electoral fraud or offences should be reported to the police or your local electoral services team.
These issues are handled by your local electoral registration office.
Find the contact details for your local electoral registration services
Submit your complaint online
Other ways to submit your complaint
You can submit your complaint by writing to us at: Complaints, The Electoral Commission, 3 Bunhill Row, London, EC1Y 8YZ
You can also make your complaint by calling us on: 020 7271 0604.
How we deal with complaints
We take complaints seriously and aim to deal with them fairly and consistently.
We can provide information in different formats and offer support if you need help making a complaint. Any complaints received in Welsh will be responded to in Welsh.
Please read our full complaints policy for more details.
After you have made your complaint
We aim to respond to complaints within 20 working days. To help us respond to your complaint, we may ask for more information.
If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed at the second stage by a member of our Executive team.
If you remain unhappy after the final stage of our complaints process, you may be able to raise your concerns with the Parliamentary and Health Service Ombudsman.
You can complain about how we have adhered to, or failed to adhere to, the Welsh language standards.
To make a complaint about this, you can contact us using the same process as a regular complaint.
Your complaint will be dealt with by our Complaints Team. Members of this team receive training on the Welsh Language Standards when starting their role at the Electoral Commission and can also attend refresh sessions if needed. This team will seek advice, if required, from the Senior Welsh Language Advisor or the Wales team.
Complaints made about our compliance with these standards will be dealt within the same timeframes as regular complaints made to us.
If you’re not happy with our response to your complaint, you can ask for our Chief Executive to review it.
Our Chief Executive will consider your complaint and our response to it. We will then contact you with any further information or decisions.
If you dissatisfied with the outcome of the review, the next stage is complaining to the Welsh Language Commissioner.