Compliments, Comments and Complaints (Social Care and Welfare)
We value your comments!
The Local Authority is committed to providing an efficient, high quality service that aims to meet the needs of our customers. In order for us to maintain or improve the quality of our services and, to assist in the planning of new services, we would value your comments.
You may wish to:
- make a suggestion on how we could improve our services;
- compliment us on support or services received;
- inform us of services that you are dissatisfied with and wish to make a complaint.
If you would like to make a comment or compliment you can:
Designated Compliments / Complaints Officer (Adults) or Designated Compliments / Complaints Officer (Childrens)
Merthyr Tydfil County Borough council,
c/o Integrated Adult Services Directorate,
Ty Keir Hardie, Riverside Court
Avenue de Clichy
Merthyr Tydfil. CF47 8XE
Telephone: (01685) 727034
E-mail: sscomplaints@merthyr.gov.uk
Visit: Adults and Childrens Customer Services Reception, Post Office Lane, Merthyr Tydfil
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If you are unhappy with your social care service, you have a right to complain.
We aim for high standards but, sometimes things do go wrong. Unless you tell us, however, we will not know that you are unhappy. If you contact us, we will be able to work with you to put things right as soon as possible.
Who Can Complain?
- Anyone for whom we have a responsibility to provide a service
- A representative acting on behalf of a customer
- Anyone affected by our services
- Anyone whose request for a service has been refused.
What is the Complaints Process?
There are three stages in the complaints process, they are:
Stage 1
Local Resolution - this is the first step in sorting out a problem. complaints are brought to the attention of the manager providing the service locally. We will try to resolve matters within 10 working days and if longer is required we will discuss this with you.
Stage 2
Formal Consideration - this is usually an investigation by someone who is not directly involved in providing your service. We will, however, try to resolve your complaint within 5 weeks but, this may need to be extended depending on the nature of the complaint.
Stage 3
Independent Panel Review - if you are not satisfied or if we have not sorted out your complaint after 3 months, your complaint can be reviewed by an independent panel.
If you feel the complaint is still not resolved, you may take any outstanding complaints about the actions or decisions of the Local Authority or the Independent Panel to the Public Services Ombudsman for Wales.
The procedure for making a complaint has been kept as simple as possible but, if you need help, you should not hesitate to ask for assistance from a member of our staff or the Designated Complaints Officer. Every effort will be made to resolve your complaint quickly and courteously - you should not hesitate to raise your concerns with us.
We will not reduce or take away a service because you have complained. Your complaint will be dealt with in complete confidence.
If you wish to make a complaint or require more information, please select the appropriate link from the list below.
- Adults
- Children and Young People
- Useful Contacts
Merthyr Tydfil welcomes your views on it's services and any suggestion on how we can improve. If you have any comments about services please contact the designated complaints officer.
In addition we are looking at how we can develop the services we have to best meet the needs of vulnerable children within Merthyr Tydfil. If you have any views on the sort of services that would be beneficial to children in need, or how we could change services to amke them better able to help vulnerable children, please contact Children Commissioning - Better Outcomes For Children In need
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