Compliments, Concerns and Complaints

We work extremely hard to provide the best possible service for our customers. Occasionally we get things wrong and a service may be provided below the high standards that we expect. There are also many occasions when we deliver services that exceed the expectations of our customers.

What is a complaint?

A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group.

If you have received poor service or you are not happy with the way we have dealt with you, tell us so we can, where possible, sort out the problem. If we have made a mistake we will put things right and apologise. We will also try to make sure we do not repeat the same mistakes. We would also like to know when we have done things well so this service can be repeated across the organisation.

Principles of our complaints procedure

• We recognise that compliments, concerns and complaints are an important part of customer feedback.
• All complaints will be investigated fully and fairly.
• Complaints will be dealt with in confidence. The only exception to this is when others could be put at risk by matters referred to in the complaint.
• If the complainant is not happy with the result of the response to the complaint, she or he will have the right to appeal.
• We are committed to ensuring that its services are of the highest quality. The complaints procedure enables us to respond clearly and properly to complaints and to know when and why people are not satisfied with its services, so that it can improve them.

Who can make a complaint

• This procedure is for members of the public who have received a service from Cardiff Mind
• This procedure does not cover complaints made by Cardiff Mind staff, volunteers and trustees who need to follow agreed grievance, disciplinary or other internal procedures.
• Funders and contractors to Cardiff Mind who need to follow the procedures for complaints or disputes laid out in contracts, grants or other funding arrangements.

How a Complaint Can be Made

A complaint can be made by post, telephone, email, or fax you will find details on how to get in touch with us on the left hand side of this page.

You can also make a complaint by informing a member of our staff that you wish to make a complaint. They will be able to assist you in the process.

To download our compliments, concerns and complaints policy in full and/or our complaints form click on the required link below:

Compliments, Concerns and Complaints Policy (PDF) >>
Complaint form (Word) >>     Complaint form (PDF) >>

Public Service Ombudsman for Wales

The Ombudsman can look into complaints at any stage. If you feel you have been treated unfairly by us or received a bad service, you have the right to refer to them. The Ombudsman may investigate and make recommendations to us if they uphold your complaint.

The Ombudsman normally expects you to complain to us first and give us a chance to investigate and respond. The Ombudsman can be contacted at:

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: www.ombudsman-wales.org.uk