Investigations at this stage will be conducted by a Head of Service whenever possible. If the investigation requires specific technical expertise or oversight, or if resource constraints might prevent us from meeting our target service level agreement, an appropriate colleague will be designated to lead the investigation under the sponsorship of a Head of Service.
Investigating Officers have a target timescale of twenty working days in which to carry out their investigation and contact you with an outcome. However, should a complaint be complex and either you or the investigating officer require additional time, an amended and mutually agreed timescale will be decided. They will make initial contact with you within the first three
working days of being assigned the complaint.
Actions taken will be recorded on Bron Afon’s contact management system – YODA.
At the end of an investigation, where appropriate, a written outcome, such as a letter or email will be produced. In more serious circumstances, we may choose to produce a report or utilise the case for a wider lessons learnt review.
A complainant may withdraw their concern at any time, however, we may continue to investigate if we feel that it is necessary to do so.
If at any stage in the complaints procedure a full response has been given to you and there has been no further contact from you within 14 days, the complaint will be deemed to be satisfactorily closed. If we receive contact after this date, you may be asked to restart our complaints process.
If you remain dissatisfied following the second investigation, you can also choose to escalate your complaint to the Public Services Ombudsman Wales.