Annual Complaints Report 2024/25
October 16, 2025 Cabinet (Cabinet collective) Key decision Awaiting outcome View on council websiteThis summary is generated by AI from the council’s published record and supporting documents. Check the full council record and source link before relying on it.
Summary
Cardiff Council's Cabinet noted the contents of the Annual Complaints Report for 2024-25 on 16 October 2025. The report detailed 4,322 complaints received, a 16.1% increase from the previous year. The Council's complaints handling system, Halo, was implemented to improve tracking and learning from feedback.
Full council record
Purpose
The annual complaints report for the Council provides the total number of complaints and compliments received by the Authority each financial year.
This includes information on the volumes received by each service area with narrative provided on trend analysis, explaining any increase or decrease from the previous year. Improvements made by the Council as a result of customer feedback is also considered and documented.
Additional information is provided on complaints that have beenescalated to the Public Ombudsman for Wales including data such as the number of complaints being upheld.
Decision
RESOLVED: that the contents of the report be noted.
Related Meeting
Cabinet - Thursday, 16th October, 2025 2.00 pm on October 16, 2025
Supporting Documents
Details
| Outcome | For Determination |
| Decision date | 16 Oct 2025 |
| Expected date | 16 Oct 2025 |
| Originally due | 16 Oct 2025 |