My Bron Afon

Complaints

If we get something wrong, we want you to tell us so that we can put it right wherever we can. This is what helps us to improve our services.

What is a complaint?

There are lots of definitions of a complaint. We define a complaint as:

“Any expression of dissatisfaction that you consider to be a complaint, however made, about the standard of service, actions or lack of action by us or any of our representatives affecting an individual customer or group of customers”

How to make a complaint

You can make a complaint in any of the following ways:

You can find our complaints policy here.

How will we put things right?

We aim to resolve any outstanding issues quickly, to improve communication, give an apology when one is due and make sure we learn from the complaint.

Stages of a complaint

Stage one

Your complaint will be passed to Mandie Adams, our Liaison Officer, who will let you know that we have received it within three days.

One of our managers will look at the complaint and they may call or visit you at home to find out all the details.

We will then investigate the complaint and follow this up with a letter. We aim to deal with all complaints within ten working days.

Stage two

If you are not satisfied with our response or want to appeal just let us know. You can contact us on any of the ways listed above.

Once we receive this we will be in touch to let you know how you can take your complaint to the second stage. The second stage will be dealt with by either a director or head of service. We aim to deal with all stage two complaints within 20 working days.

Stage three

If you still remain dissatisfied by the stage two investigation then you can escalate your complaint to stage three. Your complaint will then be considered by a sub-committee panel which is made up our Board members. You can find some more information about a stage three complaint here.

Complaining to the Ombudsman

If you are unhappy with our response to your complaint after going through our three stages you can contact the Ombudsman.