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We aim to resolve complaints by dealing with outstanding issues quickly.  This means improving communication, apologising for your dissatisfaction, and ensuring that we learn from the complaint. There may be circumstances where compensation is appropriate for loss or expense incurred that has been caused by our action or inaction.  However, compensation is not the primary […]

If you make an anonymous complaint, we will investigate your concerns using our complaints guidance.  However, please be aware that although we may act on the information provided, we will not be able to advise you of the action we have taken.

In times of trouble or distress, we understand that some people may act out of character. We do not see forceful or determined behaviour as unacceptable. We believe that all complainants have the right to be heard, understood, and respected.  However, we also believe that our staff have those same rights. We expect you to be […]

We aim to resolve complaints the first time. We have clear guidance for our staff to ensure we are fair, consistent, and open. Each complaint is different, but by following the same clear steps, we make sure that your complaint has been taken seriously and resolved professionally. There are two stages to our complaints process.  […]

If you need additional support, we will try our best to help. We may put you in touch with other services such as Age Cymru, Meic, or the Children’s Commissioner for Wales who may also be able to help you.  You can find their contact details below:   Age Cymru: Website: https://www.ageuk.org.uk/cymru/gwent/ Telephone: 01633 763330   […]

Anyone, who has received, or was entitled to receive, a service from us can make a complaint. This also applies if you have suffered due to the inappropriate or lack of action taken by Bron Afon. You can also put forward a concern on behalf of somebody else (you can also ask someone to do […]

We want to make sure that our customers have fair and equal access to our complaints service by: Accepting verbal complaints. Supporting vulnerable customers through the complaints process and referring customers to an alternative service if needed. Providing translation and interpreting services. Providing information in large print, braille, audio, and other languages. Providing meetings in […]

We want to make it easy for you to give us feedback, so you can comment, compliment, or make a complaint, by: Telephone Email Letter In-person My Bron Afon (register here) Website (here) Responding to one of our satisfaction surveys or listening posts.   If you are writing to us, please send your letter to: […]

In line with our Complaints Policy we will not treat the following as a complaint: You are requesting a service (to do this please contact us here or check our other self-help guides) You are reporting Anti-Social Behaviour, such as a Noise Complaint. You are reporting a defect. It’s about a personal injury or being dealt with […]

A complaint is: When you tell us that you’re dissatisfied with a service Written, spoken or made by any other communication method. Made by an individual or group of people. About the standard of service you have received or the action/lack of action taken by the service provider. Something which requires a response.