The Ombudsman will contact our Customer Quality Officers if a Bron Afon customer has escalated a concern to them.
If the customer has not been through our internal complaint procedure, the Ombudsman would usually refer the customer back to us in the first instance.
If the customer has exhausted our policy, the Ombudsman will ask for our case file and will review the decisions and actions we have made to ensure they were fair, consistent and made with autonomy.
If you have any contact from the Ombudsman, please contact the Customer Quality Team.