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This policy was updated in March 2021.
This policy covers how we handle complaints about our standard of service and the behaviour of our staff in delivering that service.
We refer to these complaints as ‘service complaints’.
We handle unhappiness with our service, which calls for a response, as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
Watch an Audio and British Sign Language (BSL) summary of the Service Complaints policy and procedure on YouTube (opens in new window)