Your feedback helps us improve our services for everyone, so we always want to hear from you, especially if something’s not right.
We’ll do our best to fix the issue the first time you get in touch. If we can’t, we will give you details about our next steps: how long it will take, what’s involved and who’s helping to fix it.
The easiest way to submit a complaint is to use our online form. You’ll need to provide as much information as possible to help us look into your issue, including what happened, when it happened,
What happens when you complain?
- Once we receive your complaint, we’ll let you know we’ve seen it within 48 hours
- We’ll look into what happened and aim to resolve things quickly
- We’ll share what we find and agree any actions with you
- We aim to close complaints within 10 working days
If you’re happy with the outcome, we’ll close the complaint. If not, you can ask us to take another look.
- We’ll acknowledge your request to escalate within 48 hours
- A new investigation will be carried out [BY NEW PERSON?]
- We’ll share what we find and agree on next steps
- We aim to close escalated complaints within 20 working days
If you’re still not satisfied, we’ll let you know how to contact the Ombudsman for independent advice.
We’ll stay in touch throughout the process and use the communication method that suits you best, whether that’s email, phone, or something else.
Our Customer Complaints Promise
We promise to:
- Try to resolve your complaint when you first get in touch with us. If this isn’t possible, we will answer you within 10 working days for Stage 1 complaints, or 20 working days for Stage 2 complaints.
- Let you know who is handling your complaint on your behalf
- Let someone act on your behalf if that is easier for you
- Let you know about the progress of your complaint. If we can’t answer your complaint within the set amount of time, we promise to let you know
- Respond to your complaint in the way that works best for you
- Admit when we’ve got it wrong and apologise
- Learn from any mistakes and make changes to make things better
- Let you know about your right to escalate your complaint within the United Welsh Group and / or complain to the Public Service Ombudsman for Wales
Make a complaint
