Citizens Advice
Citizens Advice Welsh Language Consumer Helpline offers practical and impartial advice on consumer issues, such as energy supply and postal services, in Welsh. The helpline operates Monday to Friday from 09:00 to 17:00, excluding bank holidays. Callers can also handle formal complaints about the helpline service, including escalation procedures. Calls are free from mobiles and landlines, and Welsh-speaking advisers are available. Relay UK is supported for those who cannot hear or speak on the phone. Typical wait times can vary, with shorter waits often occurring earlier in the day or mid-week.
Updated 15 Dec 2025
Expected outcomes
- Receive consumer advice
- Submit formal complaints
- Escalate unresolved issues
- Get energy supply guidance
- Resolve postal service problems
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Consumer issue details
- Personal information
- Relevant documentation
- Case reference number
- Complaint details
- Name and postcode
Known issues
Callers sometimes experience long wait times, especially during peak hours or after bank holidays. To avoid this, try calling earlier in the day or mid-week. The service is unavailable on weekends and bank holidays, so plan your call during standard weekday hours. If you encounter long wait times, consider using the online feedback form for non-urgent issues. Calls are free, and Welsh-speaking advisers are available to assist with all consumer issues, ensuring a smooth experience for Welsh speakers.
