Bridgend County Borough Council Corporate Complaints Policy
Our commitment to you
We strive to provide you with a high standard of service. When you are unhappy with the service you have been provided we will try to resolve your concerns quickly.
We would like to know when you have been impressed or pleased with our service. We can use these as examples to share best practice among our staff. In addition compliments can help boost morale and can encourage our staff to provide an excellent service again.
Definition of a complaint:
You may complain if you are unhappy with the service that you have been provided by the Authority.
When you make a complaint the procedure set out below will be followed by the Authority.
Where a complaint is made about the conduct of a member of staff, it will be investigated under the internal policies of the Authority.
Help us to improve our services
We want you to tell us if you are unhappy with the service provided to you. This will help us to understand the service required by the public, to learn from our mistakes and to improve our services.
Services with Separate Complaints Procedures
Schools and Social Services have their own statutory procedure for dealing with complaints. For details of either of these separate Complaints Procedures, please use the contact telephone numbers below:
Schools Complaints - If your complaint is about a School please contact the School in question or telephone Ellen Franks on telephone number (01656) 642617 for further information.
Social Services Complaints - If your complaint is about Social Services please contact the Designated Complaints Officer on telephone number (01656) 642253 or click on the following link for details of the: Social Services complaints procedure.
If you are unsure about which directorate the department your complaint is about, please check the organisational chart.
Complaints about Councillors
Complaints about Councillors are dealt with by the Public Services Ombudsman for Wales. If your complaint is about a Councillor please contact:
The Public Services Ombudsman for Wales
Or E-mail: ask@ombudsman-wales.org.uk
If you are unclear as to whether your complaint relates to a Service or a Councillor you may contact the Monitoring Officer for advice:
Or E-mail: Andrew.Jolley@bridgend.gov.uk
Authority Complaints Process
Three Stage Complaint Process.
There is a three stage complaints process which involves:-
Informal Complaint Stage
It’s best for everyone if complaints are dealt with as quickly as possible. Please contact the office or individual you usually deal with first, and we will try to solve the problem quickly and without a formal complaint.
Formal Complaint Stage
If your complaint is not resolved at the informal stage you may make a formal complaint. You can do this either by email, letter, or using a Corporate Complaint Form . It would be helpful if you could let us know what you think has gone wrong and what you think we should do to put it right.
To make a formal complaint please contact :-
E-mail: complaints@bridgend.gov.uk
We will send you a letter or reply to your e-mail to confirm receipt of your complaint within 5 working days of its receipt and appoint a Senior Council Officer who has had no previous involvement with the complaint, to investigate your complaint.
We will usually investigate and respond to you within 20 working days. If an investigation is complex, more time may be needed but we will inform you of the likely timescale and keep you informed of progress.
If your complaint is not resolved to your satisfaction, the Authority will arrange for the investigation to be reviewed by an officer appointed by the Monitoring Officer. We would normally expect you to ask for a review within 4 weeks of receiving the response to your complaint.
To seek a review of the investigation you should again contact the Corporate Complaints Officer.
Confirmation of receipt of your request for a review will be sent to you within 5 working days of receipt. Your complaint and the investigation will normally be reviewed within 20 working days. If an investigation is complex, more time may be needed but we will inform you of the likely timescale and keep you informed of progress.
The Ombudsman
You have the right at any time to refer your complaint to the Public Services Ombudsman for Wales, who deals with complaints of maladministration, e.g. unfairness or delay.
The Ombudsman can be contacted at:
1 Ffordd Yr Hen Gae, Tel: 01656-641150 Fax: 01656-641199
Pencoed, E-mail: ask@ombudsman-wales.org.uk
CF35 5LJ Web: www.ombudsman-wales.org.uk
How your complaint will be dealt with
Informal Complaint Stage
Complaints at this stage can be verbal or written and should be made by contacting the service that you usually deal with, reasonably soon after you become aware of the problem and in any event within three months
Formal Complaint Stage
The Council will attempt to settle complaints wherever possible. However, if you are not happy with the outcome, you have the right to refer your complaint to the formal stage of the Council’s Complaints Procedure.
You will be sent an acknowledgement within 5 working days of the receipt of your complaint and an Independent Investigating Officer will be appointed by the appropriate Director to investigate your complaint. You will be sent a reply within 20 working days of receiving your letter, or be advised of the reason for any delay.
Review Stage
If the complaint has not been resolved to your satisfaction at the formal stage you may request a review. We would expect you to refer the matter for review within 4 weeks. You may seek a review by contacting the Corporate Complaints Officer. You will be sent an acknowledgement within 5 working days of receipt of your letter. An officer appointed by the Monitoring Officer will re-examine your complaint and the investigation.
A full reply will be sent within 20 working days of the receipt of your letter or you will be advised of the reason for any delay
