Our response times
We are committed to providing consistently high levels of customer care and believe you have the right to know what level of service you can expect from us all the time
Working with you
If you cannot find what you need on our website, please let us know by contacting our Customer Care Centre.
How you can contact us
You can contact us in a number of ways:
0300 065 3000, Monday to Friday. 9am-5pm
Natural Resources Wales c/o Customer Care Centre Ty Cambria
29 Newport Rd Cardiff
When you call us
We offer a bi-lingual Welsh and English service. When answering the phone our staff will clearly state their name and do everything they can to answer your query there and then.
If we cannot answer your enquiry, or transfer you to the right person straight away we will take your details and ask them to contact you.
When to report an incident
Please call us on 03000 065 3000 and select option one to connect with our environmental incident report line and speak to one of our operators. This option is available 24 hours a day. Please do not use e-mail to report an incident, as this could delay our response.
Our target response times
We aim to answer all calls within 15 seconds.
For Facebook and Twitter
We aim to acknowledge enquiries on social media within an hour and provide a full response within 24 hours during the working week.
Our channels are monitored during evenings and weekends for incidents and emergencies, but non-urgent enquiries will be dealt with during the next working day.
Emails received at firstname.lastname@example.org will be acknowledged within 2 working days and responded in full within 10 working days. If we cannot provide a full response to your email we will pass your enquiry to the right person and ask them to confirm with you when you will receive a response.
We will acknowledge receipt of your letter within 2 working days and aim to respond within 10 working days. If your enquiry is more complex, we will inform you who is looking after your query and when you can expect a full reply.
When you require information from us
We will acknowledge receipt of your request within 2 working days. You will receive a full response to your data, Freedom of Information or Environmental Information Regulation request within 20 working days or we will let you know if yours is a complex case.
In complex cases, this timescale may be extended to 40 working days. We will also tell you why it will take longer or if there are reasons why some of the information cannot be released.
If you make a complaint
Our aim is to acknowledge all complaints within five working days and provide a full response within 20 working days.
If we need longer we will tell you why and when you can expect a reply.
General Data Protection Regulations – Subject Access Requests
We will process your request within 40 calendar days of receiving proof of identity.
Do you think we could do better?
We have an ongoing programme of work to improve our website and Customer Care Centre services.