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Compliments & Complaints

We want to provide you with the best possible service. In order to achieve this, we would like to know what people think about our services. We welcome feedback and would appreciate any comments or compliments you wish to make about our service or a member of staff. This will then help guide us towards providing better services.

However, we know that things can sometimes go wrong. If you are unhappy with a service that you have received from us, we would like you to tell us so that we can do our best to put things right. After all, we can only improve our service if we know what things aren’t working well.

You can provide a comment, give a compliment or make a complaint by:-

 ClwydAlyn Housing Ltd
 72 Ffordd William Morgan
 St Asaph Business Park
 St Asaph
 Denbighshire
 LL17 0JD

A complaint is when you tell us you are not happy because of:-

  • The standard of service you have had from the ClwydAlyn.
  • Our failure to do something we have agreed to.
  • The way you were treated.

You can make a complaint by contacting us through one of the processes outlined above.

We will acknowledge your complaint within 5 working days of it being received.  If possible, we believe it is best to try and resolve your concerns quickly by offering a local resolution within about 10 working days.

What if you are not satisfied with our local resolution response?

If you are not satisfied with our local resolution response, you can have your complaint reviewed by one our Departmental Directors. The Directors aim to resolve such formalised complaints within about 20 working days.

What if you are dissatisfied with the response from our Departmental Director?

You can refer your complaint to the Public Services Ombudsman by contacting his office by:-

Writing into the Public Services Ombudsman at:-

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
Cardiff 
CF35 5LJ

Alternatively you can contact the Ombudsman at any point during your Complaints process.

If at any time during the course of the complaints procedure process you feel you would benefit from some assistance, please do not hesitate to contact our Complaints Officer on 01745 536891 or by e-mailing thecomplaintsofficer@clwydalyn.co.uk or complaints@clwydalyn.co.uk

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