How we will deal with your complaint

If you have made a complaint about our service, or how you have been treated by an employee, your complaint will be managed by our Customer Services Supervisor. They are responsible for ensuring that your complaint is resolved in a satisfactory and timely manner.

Informal Complaints

If possible we believe it’s best to deal with things straight away rather than try to sort them out later.  If you have a concern, raise it with the person you’re dealing with.  Staff will try to resolve the problem quickly in an informal way, and should resolve the complaint within five working days.  If the member of staff can’t help, they will explain why and you can then ask for a formal investigation.

Formal Complaint

We will formally acknowledge a complaint in writing or via another suitable format within 2 working days of receipt. We will deal with your complaint in an open and honest way and we will make sure that your dealings with us in the future do not suffer just because you have expressed a concern or made a complaint..

We will advise you who has been asked to investigate the complaint.  If the complaint is straightforward the relevant Service Manager will look into it and respond.  If it is more serious, we will ask the relevant Director to investigate the complaint.  Where the complaint concerns a Director, it will initially be dealt with by the Chief Executive and if it concerns the Chief Executive, it will be dealt with by the Chair of the Board.

If there is a simple solution to your complaint, we may ask you if you’re happy to accept this.  For example, where you have asked for a service and we see straight away that you should have had it; we will offer to provide the service rather than investigate.

We aim to resolve complaints as quickly as possible and will provide a full explanation and response within 20 working days of receipt.  If the complaint is more complex or serious, it may take longer to investigate.  If this is the case we will make contact to explain why it is taking longer to investigate and how long it will take.  We will give regular updates on progress.

If we formally investigate your complaint, we will let you know what we have found in keeping with your preferred method of communication.  If we find we got it wrong, we’ll tell you what and why it happened.

If we find there is a fault in our systems or the way we do things, we’ll tell you what it is and how we plan to change things to stop it happening again.

If we get it wrong, we will always apologise.

If we do not succeed in resolving your complaint

If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales.  The Ombudsman is independent of all government bodies and can look into your complaint if you believe that you personally, or the person on whose behalf you are complaining:

  • Have been treated unfairly or received a bad service through some failure on the part of the body providing it
  • Have been disadvantaged personally by a service failure or have been treated unfairly.

The Ombudsman can be contacted by:

Phone: 0845 601 0987



Writing to:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed
CF35 5LJ