We welcome all feedback, good or bad, and we use your comments to help improve our services for the future. If you have received a service that you are particularly happy with, please get in touch to tell us about it.
We do also recognise that there are times when things can go wrong. When this happens it is just as important that we are made aware so that we have a chance to put things right and avoid the same thing happening again.
If you feel that you have received poor service in any way from Hafod, please let us know by filling in the online form. All complaints received will be dealt with in the strictest confidence in line with our confidentiality policy.
All complaints will be acknowledged by us and we aim to respond to your complaint within 28 days of it being reported.
What happens next?
Stage 1: Informal resolution
If possible, we believe it best to deal with things straight away. If you have a complaint, please raise it with the person you have been dealing with. They will try and resolve it for you there and then.
If we are unable to resolve the issue straight away, you will be contacted within 10 working days by the person looking into your complaint and they will discuss your complaint with you over the phone. During the discussion, we will make sure we understand your complaint and what you would like to happen.
When the complaint has been resolved, we will confirm the outcome to you (we will aim to contact you and resolve the complaint within the 10 working days).
Stage 2: Formal investigation
If you feel your complaint has not been resolved satisfactorily at stage 1, you can request that your complaint is progressed to an investigation stage.
If your request is granted, you will be asked to confirm that our understanding of the matter is correct, and what you would like to happen. The date that the content of the complaint is agreed will be the ‘start date’ for the complaint investigation, and a response to this should be sent to you within 20 working days of this ‘start date’.
If this is not possible, we will contact you and tell you why, and let you know when you are likely to receive the response. This will be as soon as possible after the 20-working day deadline and no later than three months from the date we received your complaint.
The final response will:
- Give you a summary of your complaint
- Tell you about the investigation
- Say whether the complaint is upheld, or not upheld
- Explain what action if any, will be taken
- Apologise if appropriate
- Tell you how to complain to the Public Services Ombudsman for Wales if you are still not satisfied with the result of your complaint