How Can I Complain?
Your Guide To Making A Complaint About Customer Services
Although the Customer Services Division aims to provide a high degree of customer satisfaction, sometimes we make mistakes. If you feel that we have failed in providing any of our services, then it is important that you let us know.
This information is intended to explain how you can make a complaint about our service.
This information will help us put things right and make sure it doesn’t happen again.
Chris Morris
Customer Services Manager
Tel: 01495 766363
What our customers told us
"Lack of privacy for discussing bereavements in Blaenavon Customer care office"
What we did to resolve it
We listened and investigated. As a result we have improved the soundproofing of the interview room at Blaenavon Customer Care.
How to complain
If you are not satisfied with the standard of our service to you, or something that we have or have not done, then it is important that you contact us so that we can put things right.
You can speak in person or write to the Customer Services Manager, whose contact details are shown above. Alternatively, you may wish to complete a Complaint Form. |
She will look into your complaint and send you a reply within ten working days. If the matter is complicated, then further time may be needed – you will however, be informed of this.
The Customer Services Manager can only deal with complaints directly relating to the Customer Services Division. If you have a complaint regarding any other department, she will ensure this is passed on to the relevant Complaints Officer and let you know who is dealing with it.
We are available to discuss your complaint during our investigation process. If you have further information, or wish to discuss the matter before you have had a full reply, please do not hesitate to contact us.
The Complaints Procedure
The flow chart below shows how we will deal with your complaint. It is included to help you understand the processes that we use.
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Phone: 0845 601 0987 Fax: 01656 641199
www.ombudsman-wales.org|
Complaints Feedback
If you would like to comment on our complaints procedure or how your complaint is being dealt with please download our feedback form and return to the address indicated on the form.
Download the Complaints Feedback Form (PDF 56Kb)|
If you haven't got Adobe Acrobat Reader installed you can get it for free from here.|
If You Are Not Satisfied
Getting a Second Opinion
We hope that we can settle your complaint quickly, but if you are not happy with the reply that we have given, you can ask our Corporate Complaints Team, based in Pontypool to review the case.
It will normally take 28 days to do this. You will be kept informed of progress throughout this time
If You are Still Not Happy
If you feel that we have not dealt adequately with your complaint, the Chief Executive Officer will carry out an independent review. She will ask the advice of various officers or may refer the matter to the relevant Elected Member.
If the complaint has been fully dealt with within the Council, you may be advised to refer the matter to the Local Government Ombudsman.