Concerns & Complaints You can use this form to make a complaint about Cartrefi Conwy. You can complain if:
you are not satisfied with the service we have provided;
you think we have done something wrong or think we have failed to do something; or
if you think a member of our staff has treated you badly or unfairly.
We want to resolve complaints as quickly as possible and we want to make the process easy for you. We will ask the person is who normally responsible for delivering the service to look into the complaint and ask them resolve the problem. If you are not satisfied with the first response you may wish to make a more formal complaint. You can do that by filling in this form. Once you have filled in the form, please send it to the office that you usually deal with. Cartrefi Conwy Morfa Gele North Wales Business Park Cae Eithin Abergele LL22 8LJ
Cartrefi Conwy 15-17 Madoc Street Llandudno LL30 2TL
Cartrefi Conwy 41 Conway Road Colwyn Bay LL29 7AA
We will aim to resolve your formal complaint within 20 working days. We will get in touch with you within the first five working days, to tell you that we have got your complaint and tell you who will be looking into it. You should not use this form if you are contacting us about any of the following.
A request for a service - for example, repairs.
Anti-social behaviour - we have a separate policy about how we deal with acts of anti-social behaviour
A matter which has a formal right of appeal; such as the number of points awarded for a housing application
Complaints about services provided by Conwy County Borough Council; such as bin collections, street lighting, dog fouling and so on
The information you give on the complaints form is confidential. We will only use it to assess your complaint. We may share the information with other relevant organisations, other partners or other people you mention in your complaint.
The Public Services Ombudsman for Wales We take all complaints seriously and we hope that we can sort out the problem through our own complaints procedure. However, if after our investigation you still don’t feel we have sorted out the situation satisfactorily, you have the right to contact the Public Services Ombudsman for Wales to ask for an independent investigation into your complaint. Write to: The Public Services Ombudsman for Wales 1 Ffordd Yr Hen Gae Pencoed CF35 5LJ. E-mail: ask@ombudsman-wales.org.uk Phone: 0845 601 0987 (calls are charged at the local rate) Visit the website: www.ombudsman-wales.org.uk
The concerns and complaints policy You can read the full Concerns and Complaints policy if you would like to. It is available on our website at www.cartreficonwy.org or you can ask a member of staff to give you a copy.
If something has gone wrong or if you think that Cartrefi Conwy has failed to do something, please use this form to tell us about it. Please tell us as much as you can about your complaint; this will help us when we look into it. It is also very important that you tell us what you think we should do to put things right for you.
A
Your Details (this is the person we will contact about the complaint) Name
Address and Postcode Home Phone Number Mobile Phone Number E-mail Address
Getting in Touch How would you prefer us to contact you? E-mail
Letter
Home Phone
Mobile Phone
In Person
When is the best time for us to contact you?
Making a complaint on behalf of someone else The person who experienced the problem should normally fill in this form. But, if you are filling in this form for someone else, please give their details in section B. We will need to satisfy ourselves that the person concerned is happy for you to act on their behalf so we might need to contact them before we take the complaint forward.
B
Their Details Name
Address and Postcode Phone Number Your Relationship Why are you making the complaint for them?
C
About Your Concern/Complaint
Which team or service are you complaining about? (for example; repairs, allocations and so on)
Please use the space below to tell us what you think they did wrong, or failed to do. Please say: how you (or the person named in section B) have personally suffered or have been affected; when you first become aware of the problem; and what you think should be done to put things right? (Please continue on a separate sheet if you need to and attach it to this form.)
D
Have you contacted anybody in Cartrefi Conwy about this complaint before? Yes
No
If ‘Yes’, please answer the following questions. Was it within the last 12 months?
Yes
No
If not, when was it?
Who did you complain to and what response did you get?
Why are you not satisfied with the response?
Signature Date
DD
/
MM
/
YYYY