Complaints


	Comments and Complaints
Useful Links
		Carmarthenshire County Council

		Carmarthenshire NHS Trust

		Carmarthenshire Local Health Board

		Public Services Ombudsman

We always do our utmost to ensure that the service provided is of the highest quality. However it is acknowledged that sometimes things do go wrong. If you feel that the service you received was not of a high standard then we welcome comments and complaints in order to make things right and to have the opportunity to ensure that systems are strengthened for the future.

So, how does the complaints procedure work?

Basically there are 3 steps. You may not have to go through all of these. It will depend on how satisfied you are with our response at the end of each stage. We handle most complaints following this process. However, depending on the nature of your complaint, sometimes we may deal with it differently. If this is the case, we will tell you straight away and tell you what to do.

Stage 1 - Investigation By Canllaw

As soon as we receive your complaint we will try to sort it out quickly by providing information or taking any appropriate action. Contact the member of staff you may have already dealt with or the appropriate team leader.

Our aim is to respond within 10 working days of receipt of the complaint. Sometimes we may need longer but we will explain the reasons for any delay (before the 10 day deadline) and let you know when you can expect a full reply.

Stage 2 - Investigation By the Canllaw Coordinator

If you are unhappy with our response at Stage 1 you can ask the Canllaw Coordinator to look again at your complaint. Please do this within 10 working days of receiving the response.

The Coordinator will investigate your complaint.
Our aim is to respond within 10 working days of receipt of your request to move to Stage 2.

Sometimes we may need longer but we will explain the reasons for any delay (before the 10 day deadline) and let you know when you can expect a full reply.

Stage 3 - Investigation by a Chief Executive

If you are still unhappy, you can contact the Chief Executive of any of our partner agencies to look again at your complaint. Their contact details can be found by clicking on the appropriate menu item on the left hand side of this page.

Please do this within 10 working days of receiving the response.

The Chief Executives are independent of the service you are complaining about and will carry out a full and impartial investigation of your complaint.

Our aim is to respond within 10 working days of your request to move to Stage 3. Sometimes we may need longer but we will explain the reasons for any delay (before the 10 day deadline) and let you know when you can expect a full reply.

This is the final stage of Canllaw's internal complaints procedure.

How to contact the Ombudsman

We hope that our complaints system will help you to sort out any problems quickly and successfully. However, if you are not satisfied with the way we have handled your complaint, you can contact the Public Services Ombudsman (PSO). The PSO is an independent national service that investigates complaints about councils.

Please note: The Ombudsman normally expects you to have raised the matter with the body concerned, and given them a reasonable opportunity to investigate and respond, before you contact him.

To make a complaint to the Ombudsman you should contact:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Phone: 0845 601 0987 (local call rate)

Fax: 01656 641199

E-mail: ask@ombudsman-wales.org.uk

Website: www.ombudsman-wales.org.uk

The Public Services Ombudsman has a leaflet called, ‘How to complain about a Public body’. You can get a copy by telephoning or writing to the address above or you can download it from the Ombudsman’s website www.ombudsman-wales.org.uk