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How to Make a Complaint

How do I make a complaint?

You can make a complaint by:

There are several stages in our complaints procedure:

Stage 1 – Informal Complaints

Most complaints can usually be dealt with informally but you should always try talking to the member of staff that you have been dealing with to resolve the problem first. If you don’t feel that you can do this, talk to the person’s manager who will also help you try to resolve it informally. If you are not sure who the manager is, contact  Reception on 029 2025 9100 or Freephone 0800 121 6064 who will be able to provide you with this information.

Stage 2 – Formal Complaints

If you have tried dealing with it informally, and are not happy with the response, let us know and the complaint will be dealt with by a Director of the Association.

Stage 3 – Chief Executive

If you are still unhappy you can write to our Chief Executive.

Stage 4 - Public Service Ombudsman 

If you feel that we have not dealt with your complaint properly you also have a right to complain to the Public Service Ombudsman for Wales at any stage, who is independent and impartial. To find out more about the Ombudsman, ask us for a copy of their leaflet ‘Want to complain about a public body? – You and the Ombudsman'.

How will my complaint be dealt with?

We will always try to reply to you within 5 working days. If we can’t do this we will let you know why and tell you how long it will take.

At all stages of a complaint you can expect us to:

  • Act professionally.
  • Listen to what you are saying.
  • Learn from what you say.
  • Treat you fairly.
  • Tell you what you can do if you are still not satisfied.
  • Advise you of your right to complain to the Public Service Ombudsman.

 If your complaint has reached the formal stage you can also expect us to:

  • Let you know the outcome of your complaint in writing.
  • Make sure that someone who has not been involved in your case deals with it.

 How can I pay a compliment or make a suggestion?

We all like to know when we are doing something well and here at Taff we are no different. All compliments are passed on to staff and our Board of Management. Compliments help us know what we are doing well and what you want us to keep doing.

We also want to hear from you if you have a suggestion on how to improve our service to you.

You can pass on a compliment or suggestion by: