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Complaints Procedure, Comments and Customer Feedback

Making a Comment

In order for us to maintain or improve the quality of our services, and, to assist in the planning of new services, we would value your compliments or comments.

Fill in a Comment form

Making a Complaint

Sometimes we do not always get everything right. If you need to make a complaint there are three different complaints procedures depending on the nature of your complaint.

Before submitting your complaint online, please ensure that you read the additional notes:

Fill in a complaint form

We recommend that you read the notes if you are unclear of which procedure to select as this will ensure your complaint is dealt with as quickly and efficiently as possible.

If your complaint is a school related complaint, the complaint will be dealt with by the Education Department. However, in many cases it is necessary for the Authority to pass the complaint to the School to be dealt with under their procedures.

After you have Submitted your Complaint

You will receive an acknowledgement reply within 5 working days of us receiving your complaint.

We aim to resolve your complaint within 10 working days of us receiving your complaint.

Please be assured that once received by the Authority, all complaints will be dealt with in the strictest of confidence.

Welsh Language Complaints

Welsh Language, Standards & Compliance.

Complaints or Concerns regarding the Welsh Language will follow the timeframes and steps highlighted in the Council’s policy. The Council, as this policy has already referred to, will make sure that the investigating officers consult with any relevant legislation before determining whether the authority or service area has acted in accordance with legislative requirements or in line with approved policies and procedures.

Officers are aware of the Welsh Language Standards having attended training, and this Complaints and Concerns Policy via briefings. Officers will follow this corporate approach when dealing with a complaint concerning the Welsh Language and our Standards and are able to consult with the authority’s Welsh Language Policy Officer for the Welsh Language for further advice.

If you have a complaint please complete the form online here Make a Complaint | Merthyr Tydfil County Borough Council

Alternatively, you can contact the Complaints Officer in the following ways: 

Telephone: 01685 725000
Email: mtcbccomplaints@merthyr.gov.uk 

If you feel that the complaint has not been resolved satisfactorily or that someone is interfering with your freedom to use Welsh, you may complain directly to the Welsh Language Commissioner. You can contact the Welsh Language Commissioner by:     

Your Feedback

We actively encourage all customer feedback about our services as we use the information you provide to help us improve our services to you. If you have made a complaint you may have already received a Feedback Form in the post. You can however contact us for a copy of the form using the contact us section on this page.

Alternatively, please let us know if you are not satisfied with us for any reason or have a suggestion about how we could do things differently by using our online form.