Report a complaint

Complaints help us identify trends that show similar issues being experienced by lots of people. The information from your complaints supports us with addressing the wider problem.

We do not resolve individual complaints that are reported to us, however, information within complaints is vital in helping us discover wider problems. We use this information to ensure that others are protected against experiencing the same issues. To ensure that a resolution to your problem can be achieved, we advise that you continue to submit complaints to the relevant authority in the normal manner.

If you believe that you have experienced a breach of your rights, then please submit your complaint using our online portal or by post.
If you have previously registered and submitted a complaint to us, please sign into our online complaints portal using your details. You will then be presented with the options to either amend or view the status of your complaint.

Complaints Portal

Please register your details with us via our complaints portal. You will then be able to submit all the details of your complaint to us online. Once registered, you will then be able to receive updates regarding the status of your complaint and can access your account at any time using the sign in link.

Postal Service

If you are unable to report your complaint using our online portal, you are able to do so by post. In order to submit a postal complaint to us, you need to confirm that you have read and provide your consent to your data being processed as outlined within our Privacy Notice.

You can still submit a complaint via post to the IMA, even if you are unable to download the complaint form. Please provide us with as much detail as possible regarding your complaint. This should include such things as what has happened and who is involved and may include copies of correspondence etc.

When submitting a postal complaint to the IMA, we request that you do not include any original documents. If you do wish to provide such documentation, please only send copies of your original document as documents will be scanned and digitally retained. This is in line with the organisation’s data storage policies. If original documents are received by the IMA, these will be returned to the sender via Royal Mail recorded delivery. The IMA will not be held responsible for the loss of any documents. The IMA are also unable to provide any guarantee that any documentation will be returned by a set date.

All completed postal forms should be returned to the following address:

IMA Intelligence Hub

3rd Floor Swansea Civic Centre

Oystermouth Road



Telephone Service

If you are having difficulty using our website portal or would like any help submitting your complaint to the IMA, please call us on 01792 356300 to speak to a member of our team. If you are calling from outside the UK the number is (+44) 1792 356300.

The telephone service is available for providing help with submitting your complaint to the IMA. We are unable to provide any legal or general advice about citizens’ rights. Our staff are unable to resolve any individual issues or advise on outcomes for complaints.