We are committed to providing exceptional customer service, but please let us know if your expectations have not been met.
Our complaints policy provides a structure that is easy to understand and implement.
We want our clients to know that their opinions are important and that their problems are dealt with quickly, efficiently, discreetly and in a fair and honest way.
We strive to learn from every piece of feedback we receive and will apply what we’ve learned to enhance our services.
We aim to address concerns quickly and effectively, but if a solution cannot be found immediately, we have a formal system to follow.
Please contact us in the first instance to discuss any issues you may have.
Our contact information may be found in your Service User Guide or on our website
Are you still disappointed?
We urge customers to report issues as soon as possible after an incident or when you become aware of a problem.
Delays in reporting concerns can make conducting a complete and fair inquiry difficult.
We have a three-stage escalation system in place to guarantee that all issues are addressed correctly.
All concerns will be acknowledged within 24 hours of receiving a complaint.
If the issue cannot be fixed right away, a response will be issued within seven working days in order to fulfil our regulators’ criteria, with a full written response within 28 days.
Our goal is for issues to be addressed by the person in charge of your relationship with us – their contact information may be found in your care plan.
If you have a complaint about this individual, please send an email to firstname.lastname@example.org, and an impartial manager will be assigned to investigate your issues.
If a problem cannot be resolved in stage one, an impartial senior manager will evaluate the findings and conclusions of the previous inquiry, with the goal of resolving the problem to your satisfaction.
- Stage three of a complaint
If a problem cannot be resolved in stage two, an independent and unbiased evaluation of the issue, as well as all investigations, will be conducted by a director, who will make an informed judgement on any further action necessary.
If your problem has not been resolved to your satisfaction after going through our three-stage procedure, please contact the Ombudsman for Wales, who will conduct an independent review for you.