Making a complaint to Trivallis

What is a complaint?

Our definition of a complaint is:

“A complaint is an expression of dissatisfaction or concern, either written or spoken, about Trivallis or lack of action or about the standard of service provided, which requires a response whether about the public service provider itself, a person acting on its behalf, or a public service provider partnership.”

How do you make a complaint?

You can contact us via our form by clicking here

When will you hear from us?

We aim to make personal contact with you to discuss your complaint and fully respond to all complaints within 10 working days.

Trivallis’ Complaints Process

Our complaints process has three stages.

Stage 0 - the informal stage where staff aim to resolve the complaint at the front line.

Stage 1 - the formal complaints process. We focus on an “investigate once, investigate well” process to ensure that the facts of the case are established.

Stage 2 – the appeals process

All formal complaints are logged and we will let you know we’ve received your complaint within two working days.

Customers are provided with details of our procedure and a complaint reference number. 

What if you’re not satisfied?

In the response to your complaint, you will be advised of your right to appeal the decision and also the right to complain to the Public Services Ombudsman for Wales, 1 Ffordd Yr Hen Gae, Pencoed, Bridgend, CF35 5LJ.