Making Complaints, Compliments and Suggestions

Our service user’s views are important to us and help to ensure that our services are meeting people’s needs.                                                                              If you are unhappy with any of our services, it is important that you let us know.

Making a Compliment and/or a Suggestion 

Suggestions and/ or Compliments can be made by anyone receiving our services, or their friends and family. Suggestions or compliments can be made using the contact form at the bottom of this page or you can email the Care Society at info@caresociety.org.uk

Making a Complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating them to help us improve the services we provide. We treat all complaints in confidence.

    • Who Can Complain

          Anyone affected by the way Cymdeithas Gofal The Care Society provides services can make a complaint, or a representative on their behalf                      

    • How You Can Make a Complaint

          You can complain

      • On the contact us form at the bottom of this page
      • In person
      • By email
      • By letter
      • Through an advocate or representative

          We will make a written record and provide a copy of the complaint within 5 working days

    • Process

The Services Manager has responsibility for dealing with complaints and may pass it on to a more appropriate manager in the circumstances to investigate, for instance, a departmental manager responsible for a particular area of service.

We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it.                          

We will keep you informed about the progress of the investigation.                                                                                               

We aim to have all complaints finished within 20 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to discuss the outcome, and write to you with:

      • Details of the findings
      • Any action we have taken
      • Our proposals to resolve your complaint

                                                                                                                                                                                                                                                                                           If you are not happy with the initial outcome of the complaint, you may appeal to the Executive Director of Cymdeithas Gofal The Care Society.