Complaints Procedure
Plas Heli Cyf is committed to handling all complaints promptly, fairly and consistently. This Procedure explains how complaints are received, acknowledged, investigated and responded to.
Complaints must now be submitted using our secure online form. Paper forms are no longer required.
1. Purpose of this Procedure
This Procedure ensures that all complaints received by Plas Heli Cyf are:
- acknowledged promptly
- recorded accurately
- investigated fairly
- responded to within agreed timescales
- reviewed to support continuous improvement
2. What is a Complaint?
A complaint is any expression of dissatisfaction about:
- services provided by Plas Heli Cyf
- conduct or behaviour of individuals acting on behalf of Plas Heli
- facilities, events or activities delivered at Plas Heli
- decisions or actions taken by staff, volunteers or contractors
Complaints may relate to a single incident or a series of events.
3. How to Submit a Complaint
All complaints must be submitted using the online Complaints Form. The form allows you to:
- describe the incident
- identify individuals involved (if known)
- upload supporting evidence (photos, documents, screenshots)
- provide your preferred contact method
- receive an automatic acknowledgement
If you are unable to use the online form, please contact us and we will assist you.
4. Acknowledgement
Once your complaint is submitted:
- You will receive an automatic email acknowledgement.
- Plas Heli Cyf will formally acknowledge your complaint within 5 working days.
- You may be contacted if further information is required.
5. Investigation
Complaints are investigated by an appropriate member of staff or Director. The investigation may include:
- reviewing the information you provided
- speaking with individuals involved
- gathering additional evidence
- consulting relevant policies or procedures
All investigations are conducted objectively and confidentially.
6. Response
A full response will be issued within 20 working days of acknowledgement. The response will include:
- a summary of the complaint
- findings from the investigation
- any actions taken or proposed
- information on next steps or escalation routes
If the investigation requires more time, you will be informed.
7. Escalation
If you are dissatisfied with the outcome, you may request an escalation. Escalated complaints are reviewed by a Director not previously involved in the investigation.
Further escalation routes may apply depending on the nature of the complaint (e.g., safeguarding, regulatory matters).
8. Record Keeping
All complaints are:
- logged securely
- stored in accordance with Data Protection & GDPR requirements
- reviewed periodically to identify trends and improvements
9. Confidentiality
Information provided through the online form is handled in accordance with:
- Plas Heli Cyf’s Data Protection & GDPR Policy
- relevant safeguarding and conduct policies
Only individuals involved in handling the complaint will have access to the information.