Complaints, Feedback, and Compliments Policy – Athena

Introduction

This policy applies to everyone and aims to deliver high-quality service. Bron Afon is committed to resolving complaints promptly and learning from feedback to improve services.

Definitions

Comment: A suggestion for improving services.
Complaint: An expression of dissatisfaction regarding the service received.
Compliment: Positive feedback about how Bron Afon exceeded expectations.

What Is Not a Complaint?

The following do not fall under complaints:

Requests for services.
Reports of anti-social behaviour.
Defects or issues handled by insurers or other statutory bodies (e.g., police, local councils).

How Can Customers Provide Feedback or Make a Complaint?

Customers can share feedback, compliments, or complaints via:

Telephone
Email
Letter
In-person
Social media
Online customer portal “My Bron Afon”
Surveys or satisfaction posts

Who Can Make a Complaint?

Anyone who has received or is entitled to receive a service can make a complaint, including children and vulnerable individuals. Representatives can make complaints on behalf of those unable to do so, such as those who are unwell or deceased.

Complaints Procedure

Stage One:
- Staff should aim to resolve complaints immediately. If not possible, the complaint will be referred to the central complaints team or a manager.
- The investigation process follows a six-step guide, including thanking the customer, investigating, making a decision, and sharing lessons learned.
Stage Two:
- If unresolved, the complaint is escalated to a Head of Service for further investigation.
- Investigations should be completed within 20 working days unless otherwise agreed.
Escalation to Public Services Ombudsman:
- If customers remain dissatisfied, they can escalate the complaint to the Public Services Ombudsman for Wales.

Dealing with Anonymous Complaints

Anonymous complaints are investigated, but the complainant will not receive feedback.

How We Handle Data Breaches or GDPR Concerns

Allegations of data breaches are passed to the Assurance Manager and investigated within 72 hours. The outcome is shared with the complainant, and any necessary actions are taken.

Learning from Complaints

Bron Afon is committed to learning from complaints to improve services and customer experiences.

Performance Monitoring

Bron Afon will monitor complaints, feedback, and compliments, reporting findings regularly to heads of service and directors.