What if we agree we’ve got it wrong?

If we’ve got it wrong, we’ll admit to that and apologise. Even if we haven’t done something wrong according to our policy, we will always look at what you’ve told us to see if we need to change the way we do things for the future.

We will tell people regularly about what we’ve changed as a result of complaints we’ve had in ‘Contact’ magazine.

Is there anyone else to complain to if I’m still not happy?

If you aren’t happy after your complaint has been dealt with formally, you can complain to the Public Service Ombudsman for Wales. They have a Complaints Advice Team who can offer advice on what to do next.

Contact: The Public Service Ombudsman for Wales at 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ on 01656 641150 or via email.

How can I complain?

If you have a general complaint then staff will usually try and sort it informally as soon as possible. We always try to do that first, because the most important thing is to put right something if it’s wrong. If you want to make a ‘formal’ complaint, then we have the following ways:

• Write to us – send a letter detailing your complaint or fill out our complaints form.
• Telephone us – our customer service advisors are available to help you on (01633) 212375
• Email us

What if my complaint is about racial or other discriminatory harassment?

We take complaints of harassment extremely seriously. We operate a harassment policy covering all types of harassment which will help you deal with a problem like this. For more information, please see our information booklet, Hate Crime.