Compliments, Comments and Complaints
Introduction
We are committed to providing a high standard of service to all of our customers and listening to your views. Compliments, Comments and Complaints are a major part of providing and improving high-quality services. We want to know when we "get it right", so that this standard can be maintained and shared across the Council. We want to know what your views, comments and suggestions are, so that we can all work together to improve the services that you want and need. Most importantly, we know that sometimes things can go wrong and we might not have not done something for you as well as we could have. We want to learn from our mistakes and provide the best possible services for all our customers. We promise that, where possible, every effort will be made to put your complaint right quickly and make sure it doesn’t happen again.
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Compliments and Comments
If you would like to make a compliment or a comment, you can speak or write to either the people in the relevant area, any member of Council staff or your Local Councillor. They will note down your compliment or comments and then pass them on to the right people to be used to improve our services.
If you would like to make a Compliment or Comment, please print off and complete the Compliments, Comments and Complaints Form below. Please return your form to the Organisational Improvement Section, Room 432, Civic Centre, Castle Street, Merthyr Tydfil, CF47 8AN. Alternatively, you can e-mail customer.care@merthyr.gov.uk. You will receive an acknowledgement within 5 working days.
Customer Compliments Comments and Complaints Form- 29k
Alternatively you can submit and online version of the customer compliments, comments and complaints form by clicking the link below:
Compliments,Comments,Complaints
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Complaints
Informal complaints
If you are unhappy, you should firstly phone, visit or write to the people in the relevant area. They will try to resolve the problem quickly and courteously, and offer you any help you need to make your complaint. They will try to sort out any mistakes or misunderstandings as soon as possible, in an informal way. They will also take any further actions to resolve the problem as soon as possible.
If you are unhappy with how your complaint was handled informally, you can then make a formal complaint.
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Formal Complaints
If you want to make a formal complaint, you will be asked to fill in a Complaints Form. We will help you to do this if you would like. We will also let you know about anyone else who can help you or act on your behalf such as a friend or relative, your Local Councillor, your MP, the Local Government Ombudsman or an agency like the Citizens Advice Bureau.
Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
Pencoed
CF35 5LJ
Tel: 01656 641150
Fax: 01656 641199
e-mail: ask@ombudsman-wales.org.uk
web-site: www.ombudsman-wales.org.uk
If you would like to make a Complaint, please print off and complete the Compliments, Comments and Complaints Form below. Please return your form to the Organisational Improvement Section, Room 432, Civic Centre, Castle Street, Merthyr Tydfil, CF47 8AN.
The Complaint Form will be passed to the Manager of the section to deal with and they will reply to you with an acknowledgment of your complaint in five working days. The section Manager will try to resolve your complaint within ten working days.
If you are still unhappy after the Manager contacts you, your complaint can be passed to the appropriate Director of Services and if necessary, the Chief Executive.
Customer Compliments, Comments and Complaints Form - 29K
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Special Cases
If you have a Complaint about Schools or about Social Services, there are, by law, separate Complaints Procedures in place. The procedures for complaining about Social Services are different for adults and children, to make it easier to complain.
Click here for information on making a Complaint about Social Services
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