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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.

Trivallis is committed to dealing effectively with any concerns or complaints you may have about our services. We aim to clarify any issues you may be unsure about.

If possible, we’ll put right any mistakes we may have made. We will provide any service you’re entitled to which we have failed to deliver.

If we did something wrong, we’ll apologise and, where possible, try to put things right for you. We aim to learn from our mistakes and use the information we gain from complaints to improve our services.

Our complaints process has two stages.

All complaints are logged in our complaints system.

Stage 1: Informal Resolution

This stage offers the opportunity for our informal engagement to resolve the complaint at the time the concern arises or very shortly thereafter. This stage will aim for us to provide an explanation or other appropriate remedial action to remedy the complaint.
We aim to respond to informal resolutions within 10 working days.

Stage 2: Formal Internal Investigation

If you are not satisfied with the outcome from the Informal Resolution Stage you can request to progress your complaint to our Formal Investigation Stage, which will be investigated by a senior staff member.
“Investigate once, investigate well” is the principle for this stage of the process to ensure that the facts of the case are established.
All formal investigations will be logged into our complaints system.
Where any element of the complaint is upheld either in part or in full, the response will include a full apology and details of remedial action taken.
We aim to respond to Formal Internal Investigations within 20 working days.

Read our complaints policy

If we find that we made a mistake, we will tell you what happened and why and we will apologise.
If we identify there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.
If we did not provide you with a service, you should have received, we will agree how this can be resolved. If we did not do something well, we will aim to put it right. If you have been unsettled because of a mistake on our part, we will try to put you back in the position you would have been in if we had done things properly.
If you had to pay for a service yourself, when we should have provided it for you, we will consider an appropriate redress.

Unhappy with the outcome?

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.

The Ombudsman normally expects you to bring your concerns to our attention first and to give us a chance to put things right.