Complaint Procedures and Other Redress

Consumer Complaint

We would always advise that in the event of a complaint the first contact is made with the trader by you, preferably in the form of a letter with proof of delivery. 

If that has not worked and you are located in the UK Consumer Direct will be able to give you advice.                If you have a complaint from across Europe contact the UK European Consumer Centre.

European Services Directive Complaint Procedure

If you think that the council has not complied with the European services directive by imposing requirements or conditions in respect of your application that are discriminatory, unfair or disproportionate, please contact:

UK SOLVIT Centre
Department for Business, Innovation and Skills
1 Victoria Street
London SW1H 0ET

Email: solvit@bis.gsi.gov.uk

Corporate Complaints

The Council has a 3-Stage complaint process. See details below and flow chart at page 4.

Corporate complaint procedure.

Stage 1:

After you have contacted us, frontline staff will attempt to resolve your complaint and advise you of the outcome.

You should receive a response within 10 working days.

We hope that everything is resolved to your satisfaction. However if you are not happy with the outcome you can ask for it to be considered under Stage 2 of the complaint process. This needs to be done within 15 working days of the response at Stage 1.

Stage 2:

If any parts of your complaint have not been dealt with to your satisfaction you are entitled to escalate your complaint to Stage 2. It will then be considered by a head of service or a senior manager. To do this, you will need to identify which parts of your complaint have not been dealt with to your satisfaction. You will need to address your request directly to the head of service concerned either:

• in writing
• by e-mail
• by fax

If it is not possible for you to put your complaint in writing for any reason, the member of staff will use their discretion and offer to help you. You should hear from us within 20 working days of you confirming your wish to go to Stage 2 of the process.

Stage 3

If at Stage 2 the matter is still not resolved to your satisfaction, you may ask that your complaint goes to Stage 3 of the process. Stage 3 means that your complaint will be investigated either by the Customer Complaints Officer or by a Senior Officer independent of the Service they are complaining about. You will need to do this within 15 working days of the response at Stage 2. The Customer Complaints Officer or Senior Officer will respond to you directly within 25 working days of receipt of advice that they wish to go to stage 3 of the process.

To do this, you would need to identify which elements of your complaint have still not been properly dealt with and address your request this time to:

Customer Complaints Officer

The Vale of Glamorgan Council

Chief Executive’s Office

Civic Offices

Holton Road

Barry

Vale of Glamorgan

CF63 4RU

Telephone no.   01446 709803

Fax No.             01446 421623

If you prefer, you can also contact the Public Services Ombudsman at this stage. The contact details are set out below:

Public Services Ombudsman

1 Ffordd yr Hen Gae

Pencoed

CF35 5LJ

Tel: 01656 641150

Fax: 01656 641199

E-mail: ask@ombudsman-wales.org.uk

Website: http://www.ombudsman-wales.org.uk/