Successive Local Commissioners in Wales have recommended authorities to settle complaints locally if possible, and several councils have introduced systems for dealing with complaints. Indeed the law now requires councils to have such a system for some of their functions. It is not the normal practice to begin an Ombudsman's investigation until a council or authority which is the subject of a complaint has had a chance to use its own procedures and resolve the complaint locally.

It appears that a number of authorities would value some guidance on setting up a complaints system, or in reviewing an existing system. This guidance, which is in similar terms but not identical to the guidance already issued by the English Commission to English local authorities, is intended to help Welsh authorities establish such a system. The guidance is not prescriptive. It is for each authority to devise a system best suited to its own needs. However, the guidance does contain a list of practical suggestions which authorities may find helpful.

Comments on the guidance will be welcome so that any future revision may take account of the collective knowledge and experience of authorities.