Complaints and Compliments - Social Care Services

Complaints

If you are unhappy about the social care services you are receiving, you have a right to complain.

We aim for high standards but sometimes things do go wrong. We will only be able to help you and try to put things right if you tell us you are unhappy.

Don’t be afraid to complain. We welcome your comments, both positive and negative, because they may help us to improve our services for everyone.

The complaints process has two stages. More information about the complaints process is available in the Complaints – How to be heard leaflet.

If you are not happy with how we dealt with your complaint, you have the right to complain to the Public Services Ombudsman for Wales

To contact our complaints officer:

Telephone: 01495 742164
Fax: 01495 766059
Email: corporatecomplaints@torfaen.gov.uk

Or alternatively, you can write to the Complaints & FOI Manager, Torfaen County Borough Council, Civic Centre, Pontypool, Torfaen, NP4 6YB.

Remember it is your right to complain if you are not happy with the quality of the services you receive and it is our duty to look into your complaint and try to resolve it.

Let’s work together to get things right.

Welsh Language Complaints - Welsh Language Standards & Compliance

The Welsh Language (Wales) Measure 2011 established a legal framework to impose duties on certain organisations to comply with standards in relation to the Welsh language by way of secondary legislation (Welsh Language Regulation Standards).

The standards issued to Torfaen County Borough Council are listed in ‘Welsh Language Standards Compliance Notice - 30.09.15’

All our standards, including service delivery, policy making and operational are available to view on the Welsh language pages of our website, or in any of our council offices.

Complaints or concerns regarding the Welsh language, and English language will follow the same timeframes and steps highlighted in the Council’s Complaints Policy.

The Council will ensure that the investigating officers consult with any relevant legislation before determining whether the authority or service area has acted in accordance with legislative requirements or in line with approved policies and procedures.

Officers are able to contact the authority’s Welsh Language Officer for further advice, when dealing with a complaint concerning the Welsh Language Standards.

If you feel that the complaint has not been resolved satisfactorily or that someone is interfering with your freedom to use Welsh, you may complain directly to the Welsh Language Commissioner.

You can contact the Welsh Language Commissioner by:   

Phone: 0845 6033221
Email: post@welshlanguagecommissioner.org
Writing to: The Welsh Language Commissioner, Market Chambers, 5-7 St Mary Street, Cardiff, CF10 1AT

Alternatively call in to any of our council offices who hold a copy of the Commissioners Guide to making a complaint.

Training for Council Employees

We will ensure that staff receive training on how to effectively handle complaints in line with the relevant policy. Training will take place in English or Welsh, dependent on the requirements of staff.

Getting help to raise your concern 

If you need help to raise a concern, Llais – your voice in health and social care can help you do this. Llais is an independent body and its free Advocacy service and can provide information, advice and support to members of the public who may wish to raise a concern.
 
Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at the following address:
 
Advocacy Service
Llais – Gwent Region
Raglan House
6-8 William Brown Close
Llantarnam Business Park
Cwmbran
NP44 3AB
 
Tel:  01633 838516
Email: gwentadvocacy@llaiscymru.org

To access Llais’ website go to www.llaiswales.org

Compliments

Have you had a good experience when dealing with social care services? Has a member of staff been particularly helpful to you?

If so, perhaps you would like to tell us about your good experiences.

Feedback in all forms is important to us and we would like to know that the services we provide are working well.

To contact our complaints officer:

Telephone: 01495 742164
Fax: 01495 766059
Email: corporatecomplaints@torfaen.gov.uk

Or alternatively, you can write to the Complaints & FOI Manager, Torfaen County Borough Council, Civic Centre, Pontypool, Torfaen, NP4 6YB.

Last Modified: 04/04/2023 Back to top