You should make your complaint in writing directly to the person with whom you have been dealing. They may be able to sort things out straight away.
If you do not know who to write to please e-mail the Cadw mailbox firstname.lastname@example.org, telephone 03000 259084, or address your complaint in writing to the Director and Strategy Unit, Cadw, Plas Carew, 5-7 Cefn Coed, Parc Nantgarw, Cardiff CF15 7QQ.
We will send you a reply within 15 working days. If you are not satisfied with the response to your complaint, a more senior member of staff may be able to look at your complaint. We will give you details of this in your response.
If we cannot sort the matter out, you may be able to take your complaint to the Public Services Ombudsman for Wales or the Information Commissioner (or both).