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What is stage 2 of your complaints process?

If you are not happy with the response you receive at stage one, stage 2 complaints will be handled by a member of the Heads of Service Team. When technical knowledge is needed, a service manager will be asked to lead the investigation into the complaint, and this will be managed by a Head of Service.

An Investigating Officer will acknowledge your request for a formal complaint to be considered within three working days and let you know how we intend to deal with it. We aim to deal with your complaint within 20 working days, and contact you with an outcome. If your complaint is more complex and you or the investigating officer needs more time, we will agree a new timescale with you.

We will keep a record of all our contact with you and the actions that we agree to take.

At the end of an investigation we will contact you by email or by letter. We will explain how and why we came to our conclusions.

You can cancel your complaint at any time, however we may decide to continue with our investigation if we feel it is necessary.

If we find that we got it wrong, we will apologise and tell you what happened and why. If we find there is a fault in our process or the way we do things, we will tell you how we plan to change things to stop it happening again.

If we give you a full response to your complaint and we don’t hear from you again within 14 days, we will consider that you are satisfied and the complaint will be closed. If you contact us after the 14 days from our response, we may ask you to restart the process.

We take your complaints seriously and try to learn from any mistakes we have made.  If you do not feel your complaint is resolved at stage 2, you may complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of Bron Afon and all public bodies.The Ombudsman has the legal power to look into complaints where people feel they have been treated unfairly or received poor service.

The Ombudsman expects you to bring your concerns to our attention first and to give us a chance to put things right.

Contact details for the Public Services Ombudsman for Wales:

Telephone: 0300 790 0203

Email: ask@ombudsman-wales.org.uk

Website: www.ombudsman.wales

Postage Address: 1 Ffordd yr Hen Gae, Pencoed, Bridgend CF35 5LJ



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