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Complaints

Friends around a table in a restaurant
When choosing your holiday accommodation, look for the Cymru/Wales quality mark.  You can be confident that it has been checked out before you check in.

Visit Wales handles complaints about the tourist trade in Wales from consumers.  We also offer help and advice to Businesses who receive complaints.

This section explains and contains information for all parties on making and handling complaints. Please choose the relevant section for your needs:


For Consumers - This section will enable you to discover

  • How to complain to a tourism business if you are a consumer.
  • How to complain to Visit Wales about a graded tourism business
  • Who to complain to about a non-graded tourism business.
  • Harmonisation of the grading scheme and what this means to the consumer


For Tourism Businesses - Our industry section will offer you advice and guidance on the following

  • How to handle complaints from a customer
  • How to make a complaint to Visit Wales if you are unhappy with any of our administration.