What is a complaint?
We work very hard to try and provide the best service. Occasionally we get things wrong and a service may be provided below the high standards we expect.
If you have received poor service or you are not happy with the way we have dealt with you, tell us so that we can, where possible, sort out the problem.
A complaint is not… a disagreement with, or refusal to accept a Government regulation which we are applying; a disagreement with a stated Cadwyn policy; or, a routine request for a service – for example the reporting of a repair to your home.
What can I complain about?
You may want to complain if you think that:
- We have not treated you fairly or politely;
- We have not done something we should have;
- We have done something badly.
We take all complaints seriously but there will be times when we can't change a decision (for example, for legal reasons).
Cadwyn staff are trained to deal with complaints in a professional manner. If we have made a mistake we will put things right and apologise.
We will also try to make sure we do not repeat the same mistakes.
Who can complain?
Anyone who comes into contact with Cadwyn can make a complaint.
Anonymous complaints of whatever nature will be noted but not formally investigated by Cadwyn.
