Our Investigation and Advice service is free and confidential.
It’s there to advise and support children and young people or those who care for them if they feel that a child has been treated unfairly.
Get in touch
Our opening hours are 9am-5pm Monday to Friday, except bank holidays.
Post: Children’s Commissioner for Wales
Freepost RRGL XLYC BHGC
All telephone calls to and from the Investigations and Advice service are recorded for training and monitoring processes and for complaint resolution.
The laws which set up our office means we can only provide advice to a child or young person:
- up to the age of 18, or 21 if they have been in care, or up to 25 if they have been in care and are still in education
- usually living in Wales, or who is placed in England by a Welsh local authority
- who has a complaint or wants to make representation to a service provider (such as a registered child minder) or certain organisations (including any county council or health authority in Wales).
These laws also mean there are things we cannot do. We cannot:
- become involved with any legal proceedings, including court cases and decisions made by CAFCASS Cymru
- offer an emergency service
- offer a counselling service ourselves
We make sure we keep the information you share with us private, unless we think a child or young person is unsafe – we then share the information with other organisations that can help protect the child.
If we need to share the information with other people that could help then we will tell you what we are doing and why we have decided to do it.
Our Investigation and Advice Officers follow the advice given in the All Wales Child Protection Procedures 2008.
Additional Learning Needs
Many people contact our service seeking advice on accessing their children’s rights to education when they have additional learning needs (currently known as Special Educational Needs). As well as contacting our service you may find it helpful to look at SNAP Cymru’s website, which provides detailed, up-to-date advice about the system of support in Wales.
If you are ever unhappy with something we’ve done we want to listen. To make sure we work well as a team we want to listen carefully to any complaints you may have about our work. We will handle your complaint in an open and honest way. There’s a brief guide to our Complaints Policy here.
Rydym yn croesawu derbyn gohebiaeth a galwadau yn Gymraeg. Byddwn yn ateb gohebiaeth a galwadau a dderbynnir yn Gymraeg yn Gymraeg ac ni fydd cysylltu yn Gymraeg yn arwain at oedi .
We welcome receiving correspondence and calls in Welsh. We will respond to correspondence and calls in Welsh, and contacting us in Welsh will not lead to delay.