Making a Complaint
V2C recognises the importance of listening to, and dealing positively with, complaints about our services. We encourage customers to make their views known and will use information gained in this way to improve services.
Informal Complaints
Many complaints can be resolved informally by front line staff if what is required is an explanation and apology. Generally these will be about the way we provided or failed to provide a service. You should speak to a Customer Service Advisor if you want to make an informal complaint.
Formal Complaints
Where staff are unable to resolve a complaint or the customer wishes their complaint dealt with formally the complaint should be in writing, preferably using the attached complaint form. This form should be used for all serious complaints including complaints about individual members of staff or Board members. Assistance to complete the form will be provided if required.
How will we deal with your complaint?
We will send you an acknowledgement of your complaint within three working days. We will respond in full within ten working days.
Who will deal with your complaint?
This will depend on the nature of your complaint:
- Normally your complaint will be dealt with by the officer responsible for that part of the service complained about or their line manager.
- If a complaint is made about a member of staff, whether formally or informally, then the complaint will initially be dealt with by that person's line manager.
- If the complaint is formal and it is not appropriate for it to be dealt with by the line manager then the complaint will be dealt with by the departmental head.
- Where the complainant is made about a departmental head or member of the Senior Management Team, then it must be investigated by a Board Member. Resolution of the complaint will be determined by the Executive or Audit & Remuneration Committee.
- If a complaint is made about a Board member, then it must always be investigated by a member of the Senior Management Team. Resolution of the complaint will be determined by the Audit and Remuneration Committee. If, having received a response, you remain dissatisfied you may request that the matter be looked at by the relevant Director. Should you remain dissatisfied after receiving a written response from the Director you will have recourse to the review and appeal stage.
Review and appeals
This is the final opportunity for V2C to put something right and to assure itself that all reasonable steps have been taken to resolve the complaint.
Who will deal with the appeal?
The appeal will initially be carried out by the Chief Executive. If he/she is unable to resolve the complaint to your satisfaction then it will be referred to the Board of Management. You will be advised of their resolution by the Chief Executive.
What if I still remain dissatisfied?
If having exhausted the V2C complaints procedure and you remain dissatisfied you may complain to the Public Services Ombudsman for Wales. We will provide you with information about how the Ombudsman Service works and how you may complain to them.
Download the "How to Complain About V2C" form by the clicking the image below