Complaints Procedure

This document details our complaints procedure. If you are unhappy with any aspect of our service, this procedure details:

  • How you can make a complaint
  • The expectations we set
  • What to do if you are still unhappy

We strive to offer excellent levels of service and quality. If you are unhappy with our service, please contact us to let us know. We welcome your comments and feedback as it plays an important part in our process of continual improvement.


If you have a complaint, our formal internal complaints procedure is outlined below. We are committed to addressing all complaints fully and fairly within a reasonable timeframe. We will respond to all complaints in the most appropriate way.


We aim to provide a substantive reply to all complaints received within 5 working days.


How to register a complaint


You can register a complaint in the following ways:


By telephone


03300 414647

9am-5pm Monday to Friday




By emailing and include the word “Complaint” in the title of your email.


In writing by post


Arbed am byth

Unit 2 Cefn Coed


CF15 7QQ


If you aren’t able to complain yourself, you can ask someone to register a complaint and act on your behalf.


Our expectations for resolving a complaint


Step one:


Contact us as soon as possible and let us know that you are dissatisfied with an aspect of our service. Our customer services team will then look into your complaint and look to provide you with a substantive response, in the most appropriate way within 5 working days. Some complaints however, may take longer than others to resolve. Therefore, we will keep you updated with the progress of your complaint and let you know if the if the resolution will go outside of the 5 working days timeline.


Step two:


If an advisor can’t resolve your complaint, we will ensure your complaint is escalated to an appropriate level within the company. You can ask for a manager to review your complaint at any time if our advisor hasn’t been able to help or hasn’t already offered to refer things for investigation.


We aim to settle majority of complaints during this step, however, if we cannot settle your complaint, we will explain our final position. In some cases, we may send you a ”deadlock” letter, which means there is no more we can do to help you. Alternatively, if you would like a “deadlock” letter to approach the Ombudsman Services, you can request one from our customer services team.


Step three:


Th Ombudsman Services is set up to provide a free, independent service to investigate your complaint, provided it falls within their terms of reference. Please note that you must have gone through our own complains procedure first, before they can help you. You can find out more on their website at


Alternatively, you can also contact them in writing or call them:


Public Services Ombudsman for Wales

1 Ffordd Yr Hen Gae


CF35 5LJ


Tel: 0300 790 0203

Fax: 01656 641199




Please be advised that the Ombudsman Services will not handle complaints on commercial decisions made by companies to provide or not provide a product or service.


Further help and advice can be obtained from your local Citizens Advice Bureau (CAB), although this is not part of the formal complaint process.


Requesting this Complaints Procedure


If you would like a hard copy of this document, or you require this document in large print or braille, you can request this in writing or by phoning our customer service team on 03300 414647 or emailing us at Copies are free of charge on request.



© 2018 Arbed Am Byth  I  Company number 11360934