Please note there is a different process for school complaints and social services complaints. For all other complaints, the process is explained below.
The easiest way to make a complaint is to submit it online.
Alternatively you can call 01443 864221 or send an email to complaints@caerphilly.gov.uk.
The complaints process
We deal with complaints using a two stage process as follows:
Dealing with your complaint
- Stage 1 - What you should do if you are not happy with a service you have received
Please start by contacting the person who provided the service or ask to speak to his or her manager. You can sort out most problems this way. If you are not sure who to contact to make a complaint, email us at complaints@caerphilly.gov.uk.
Formal investigation
- Stage 2 - What you should do if you are not happy with the manager's reply
If your complaint is not sorted out and you feel you want to complain further, you will need to contact the complaints officer on tel 01443 864221 or by email to complaints@caerphilly.gov.uk.
How long will it take?
We will acknowledge your written complaints in 5 working days. We will try to resolve your complaint within 20 working days. If that isn't possible, we will tell you why and about how long it will take.
If we investigate your complaint, we will let you know what we have found in keeping with your preferred form of communication. If necessary, we will produce a detailed report. We will explain how and why we come to our conclusions.
If we find that we got it wrong, we will tell you what happened and why. If we find 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've got it wrong, we will always apologise.
If your complaint is about social services, you may have a right to have it heard by a review panel that we set up under the Children's Act 1989 and the NationalHealth Service & Community Care Act 1990. There is a different procedure for this and you can get a separate leaflet describing this procedure by phoning the SocialServices Directorate's Customer Services Manager on 01443 864555. Details are also available on the Social services complaints webpages.
If you are still not satisfied
If you are still not satisfied, you can make a complaint to:
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 0300 790 0203
Email: ask@ombudsman-wales.org.uk
www.ombudsman-wales.org.uk.