Ynni Ystradau Complaints Procedure

Introduction

We are committed to providing a high-quality service for the benefit of our community. As a community-based organisation, we are proud to work collaboratively with the people we serve and to support our shared goals.

However, we recognise that sometimes things do not go as expected. When this happens, we want to know so that we can put things right and continue to improve.

We value feedback and see complaints as an opportunity to learn and strengthen what we do. We are committed to handling all concerns fairly, consistently, and with respect.

At the same time, to ensure that every concern is properly considered and addressed, we ask that complaints are raised through the appropriate channels set out in this procedure. This helps us respond effectively and ensures that everyone is treated equally.

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1. Purpose

This Complaints Procedure explains how we handle complaints. It sets out:

• The steps we will take to investigate and resolve complaints

• The remedies available

• Sources of independent help, advice and information

• Your right to refer complaints to the relevant Ombudsman

 

2. What is a Complaint?

A complaint is when you’re unhappy with something we’ve done and would like us to look into it or put it right.

Complaints should relate to the services we provide, such as your heating, hot water, or retrofit works.

If your concern is about something outside of our services (for example, neighbourhood issues like dog fouling), the local town council or community workers may be better placed to help.

 

3. How to Make a Complaint

We want to make it easy for you to raise a complaint in a way that is accessible, fair, and ensures it is properly recorded and addressed.

To help us do this effectively, complaints should be made through the following channels:
 

Emergency Complaints (Urgent Issues)

• Telephone (24/7 dedicated line): 0176607606
  For urgent issues requiring immediate attention (e.g. safety concerns or service failures)

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Standard Complaints

Email: You can send a complaint at any time to ynniystradau@cwmnibro.cymru

Telephone (Office Hours): Available during normal working hours (0176607606)

In Person: Complaints can be made:

• During office hours, or

• At a pre-arranged appointment

 

Important

To make sure complaints are handled fairly, consistently, and properly recorded:

Please raise them through the formal channels outlined above. We’re not able to deal with complaints raised informally in social or community settings (for example, in shops, pubs, or other public places).

If a concern is raised in this way, we’ll ask you to submit it using one of the channels above so we can look into it properly

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Standards of Behaviour

We understand that raising a complaint can be frustrating, and we will always listen and treat your concerns seriously.

In return, we ask that all communication remains respectful.

We will not accept behaviour that is:

• Abusive, threatening, or aggressive

• Discriminatory or offensive

• Harassing or persistently unreasonable

If this type of behaviour occurs, we may:

• Ask for communication to continue in a different way (for example, in writing)

• Limit contact to appropriate channels

• Take steps to protect the wellbeing of our staff

We are committed to working with you to resolve your concerns, and we will always aim to do so in a fair and respectful way.

 

Support in Making a Complaint

If you need help submitting a complaint, we will:

• Provide assistance where possible

• Direct you to an appropriate independent advice service

 

4. Our Complaints Handling Process
 

Stage 1: Acknowledgement

We will acknowledge your (non-emergency) complaint within 2 working days of receipt

We will confirm:

• That your complaint has been received

• How it will be handled

• Expected timescales

 

Stage 2 : Early Resolution

We aim to resolve straightforward complaints within 1–5 working days.
If we are able to resolve your complaint at this stage, we will confirm the outcome with you.

 

Stage 3: Investigation

If further investigation is required:

• The complaint will be assigned to an appropriate staff member

• We may contact you for further information

• We will aim to provide a response within 10–20 working days

Our response will explain:

• What we looked into

• What we found

• What we’ve done, or will do, to put things right

 

Stage 4: Final Response

• We aim to resolve complaints as quickly as possible

• All complaints will receive a final response within 8 weeks of receipt

If we cannot resolve your complaint within this timeframe, we will explain why and keep you informed of progress.

If we confirm that we are unable to resolve your complaint (‘deadlock’), you may refer your complaint to the Ombudsman before the 8-week period.

 

Stage 5: Review (Appeal)

If you’re not happy with our response:

• You can ask us to review your complaint

• A senior member of staff who hasn’t been involved will look at it again

• We will then give you our final decision

 

5. Remedies

If we agree that something has gone wrong, we may:

• Apologise

• Explain what happened

• Take action to put things right or improve our service

• Offer compensation or another appropriate outcome where needed

 

6. Independent Advice and Support

You can seek free, independent advice from:

• Citizens Advice

• Hafan | Y Dref Werdd

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7.  Ombudsman

• If you are not satisfied with our final response, or if 8 weeks have passed since you made your complaint, you have the right to refer your case to the relevant Ombudsman.

• Ombudsman details: Resolve Energy Complaints | Energy Ombudsman

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What is an Ombudsman?

An Ombudsman is an independent organisation that looks at complaints when they have not been resolved.

They are:

• Independent- they are not part of our organisation and do not take sides

• Free to use for residents

• Impartial- they review the facts and decide what is fair

In most cases, you must first give us the opportunity to resolve your complaint through this procedure. If you are unhappy with the outcome, or if we have not resolved your complaint within the required timeframe, you can ask the Ombudsman to investigate.

The Ombudsman will:

• Review your complaint and any evidence

• Consider both sides

• Decide whether things were handled fairly

• Where appropriate, require actions to put things right (for example, an apology, correction, or compensation)

Using an Ombudsman is a way of resolving a complaint without needing to go to court.

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8. Confidentiality and Fairness

We will handle all complaints:

• Fairly and impartially

• Confidentially

• As quickly as possible

 

Making a complaint will not affect your access to our services.

 

10. Monitoring and Continuous Improvement

We keep a record of complaints and review them to:

• Spot any patterns

• Improve our services

• Help stop the same issues happening again

 

As a community organisation working to tackle fuel poverty in new and innovative ways, we appreciate your patience and understanding. We are working together towards a shared goal of reducing and ultimately eliminating fuel poverty in our community, and your feedback helps us improve and move closer to that goal.