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Making a complaint

We are committed to improving the quality of our services and your experience of them.

If we get something wrong, we want you to tell us about it.

Complaints provide us with an insight into where we may need to focus improvements and we welcome your views.

“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.”

We aim to respond to all complaints within 10 working days.

Our complaints process has three stages…

We aim to resolve informal complaints at the front line, quickly and amicably by staff. Wherever possible, we aim to resolve the complaint at the original point of customer contact.
This will be logged as a low level complaint within our Housing Management database.

We focus on an “investigate once, investigate well” process to ensure that the facts of the case are established. All formal complaints are logged and an acknowledgement is made with the customer within 3 working days from the receipt of the complaint.

If you have appealed against the decision from Stage 1 this will be recorded by Business Support within the Housing Management database.
Where any element of your complaint is upheld either in part or in full, the response will include a full apology and details of remedial action taken.

Read our complaints policy

Unhappy with the outcome?

If you’re unhappy with the outcome of a complaint you can ask for a review. A Complaints Panel made up of senior managers will fully review the complaint (usually within 21 working days – we’ll keep you informed if it will take longer).

The decision of the Complaints Panel will be final.

If all attempts to resolve the complaint using our Complaints Procedure have failed, you can contact your local Citizens Advice Bureau for advice. Alternatively you can contact The Public Services Ombudsman for Wales.