Bridgend County Borough Council,Civic Offices, Angel Street, Bridgend, CF31 4WB

Tel: 01656 643643
Text Relay:
18001 01656 643643
Fax: 01656 668126
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Opening times
Monday - Thursday 8.30am - 5.00pm
Friday 8.30am - 4.30pm

How to find us

How to make a complaint or representation about social care services

We want the services we provide to be the best possible and that’s why your feedback is important to us.

You may feel unhappy with the service you receive or you may want to make a suggestion that helps us improve it.

If you are unhappy about the service you have received or you want to make a complaint on behalf of someone else, the best way to make a complaint or representation is to contact the Complaints team in one of the following ways:

If you require any assistance to make a complaint or representation, please contact the Complaints team.

Please tell us if you wish to conduct your complaint through the medium of Welsh.

What happens next?

Ideally, you should initially raise your complaint with the person you have been dealing with. He or she will try to resolve it immediately.  However, if this is not possible, there are two stages to the complaints process:

Stage one – Local Resolution

We will acknowledge your complaint within two working days of its receipt. You will be contacted within 10 working days of the date of acknowledgement by the person looking into your complaint and they will offer to meet with you face-to-face or discuss your complaint over the phone if you prefer.  The discussion will ensure that we understand your complaint and what you would like to happen.

When the complaint has been resolved, we write to you within five working days of the date that your complaint was resolved.

Stage two – Formal Investigation

If your complaint has not been resolved at stage one, you can request that your complaint be investigated by a person who is independent of the council.

If your request is granted, we will write to you with a formal written record of your complaint (as we understand it) within five working days of the date of the request.

Before the investigation can start, you will be asked to confirm that our understanding is correct and also to confirm what you would like to happen.  The date on which the content of the complaint is agreed will be the ‘start date’ for the complaint investigation.

A response to the complaint investigation should be sent to you within 25 working days of the ‘start date’. If this is not possible, we will write to you and tell you why there is a delay and when you are likely to receive the response. This will be as soon as possible after the 25 working day deadline and no later than six months from the date we received your complaint.

In our response we will:

  • Summarise your complaint.
  • Describe the investigation undertaken.
  • State whether the complaint is upheld, partially upheld or not upheld.
  • Explain what action will be taken (if any).
  • Apologise where appropriate.
  • Enclose a copy of the Independent Investigator’s Report. (If there is a specific reason why we do not provide this, we will tell you).
  • Offer you an opportunity to meet with us to discuss the response and the Independent Investigator’s Report.
  • Advise how you can complain to the Public Services Ombudsman for Wales if you are still not satisfied with the outcome of your complaint.

Other useful contacts:

Care and Social Services Inspectorate for Wales
Government Buildings
Picton Terrace
Carmarthen SA31 3BT
Tel: 0300 7900 126

Commissioner for Older People in Wales
Cambrian Buildings
Mount Stuart Square
Cardiff CF10 5FL
Tel: 02920 786579
Fax: 02920 786580

Children’s Commissioner for Wales
Oystermouth House
Charter Court
Phoenix Way
Swansea SA7 9FS
Tel:  01792 765600
Fax: 01792 765601

Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
Bridgend CF35 5LJ
Tel: 01656 641150
Fax: 01656 641199

Last Updated: 18/02/2016
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