Any member of the public, including a child, who either received, or was entitled to receive a service from the Council, may make a complaint. This also applies if the person has suffered due to inappropriate action or lack of action by the Council.
You may also make a complaint on behalf of another person, if:
- The person is unwell or has died
- The person is a child
- The person lacks capacity (as defined by the Mental Capacity Act 2005)
- The person has asked to act on their behalf
We always aim for high standards but sometimes things do go wrong. If you are unhappy with the service you have received then please tell us. We can then use this feedback to improve our services. This factsheet explains how the Council will work with our customers to resolve complaints. Guidance from the Welsh Government tells us how we must do this
An expression of dissatisfaction or concern:
- Written, spoken, or made by any other communication method;
- Made by one of more members of the public (someone or a group in receipt of or denied a service to which they are entitled by the service provider);
- About a public service provider’s action or lack of action or the standard of service provided;
- Something, which requires a response
A complaint is not:
- An initial request for service
- A formal review or appeal against a decision or determination
- A means to seek change to legislation or a ‘properly made’ policy decision
- A means for lobbying groups / organisations to seek to promote a cause
- A complaint made by an organisation or individual not receiving a service from the Council and who is not acting on behalf of a customer
The person looking at your complaint will usually need to see the files we hold relevant to your complaint. If you do not want this to happen, it is important that you tell us. We will not pass on any information unless we have to do so by law, and will only pass on as much as is necessary. Compliments, Concerns and Complaints Privacy Notice
Normally, we will only be able to look at your concerns if you tell us about them within six months (twelve months for Social Care complaints). This is because it is better to look into your concerns while the issues are still fresh in everyone’s mind. In any event, we will not consider any concerns about matters that took place more than three years ago.
A complaint can be made in writing; Complaints Department, Pembrokeshire County Council, County Hall, Haverfordwest, SA61 1TP, orally; 01437 764551, online; Concerns/Complaints Form (opens in a new tab) or via email; firstname.lastname@example.org / email@example.com
There are two stages to the complaints process:
Stage 1 - Informal
Corporate complaints will be acknowledged within 5 working days. Following this, you should expect to receive a response within 10 working days. For Social Care complaints acknowledgement is within 2 working days, in an attempt to resolve matters, we will offer to discuss your complaint with you (either face to face or telephone) this discussion will take place within 10 working days of the acknowledgement. Following the discussion, we will write to you within 5 working days with a response. Most complaints can be quickly resolved at this stage. However, if you are not satisfied with our response, you can ask for it to be progressed to Stage 2
Stage 2 - Formal
Corporate complaints will be acknowledged within 5 working days. You should then expect to receive a response within 20 working days.
For Social Care complaints, your complaint will be acknowledged within 2 working days. You should then expect to receive a response to your complaint within 25 working days.
The designated Complaints Contact Officer will compile a formal written record of your complaint and the outcome that you would like to achieve. An investigator will then be appointed to look into your complaint; we will inform you of who this is.
Note: The investigation will not start until both you the complainant, and the Investigator/Council both agree on the scope of the complaint.
The Council will then provide you with a written response to your Complaint. This response will include the following:
- Outcome of the investigation
- Any further action we intend to take to put things right
- Any service improvement we will be implementing
You may have a complaint about a service we have arranged for you with another provider, such as a contractor. Each organisation will have its own complaints process and we will be happy to help you make a complaint about any of these services.
You may have a complaint about a service we have arranged for you with another provider, such as a residential care home, a home care agency, or a day service. Each organisation will have its own complaints process and we will be happy to help you make a complaint about any of these services.
If your complaint is about something we have provided jointly with another organisation, e.g. a package of care from both health and social care staff, we will look at your complaint together and usually send you one response
The Ombudsman normally expects you to bring your concerns to our attention first and to give us the chance to put things right. If you are dissatisfied with The Council’s response to your complaint, you can ask the Public Services Ombudsman for Wales to look into it.
Contact details can be found below:
If you are pleased about something you feel we have done well or there is a service you are happy with, or you have a suggestion on how the Council could improve. Please inform us via any of the following routes:
Phoning: 01437 764551
Writing to: Compliments & Comments, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP
Care Inspectorate Wales
Regulates all care services in Wales. You can complain directly to them about social care received from care homes and home care agencies, as well as services run by the Council.
Address: Care Inspectorate Wales, Welsh Government Office, Sarn Mynach, Llandudno Junction, LL31 9RZ
Tel: 0300 790 126 Fax: 0872 437 7301
Social Care Wales
Regulates professional social care workers and has the power to look into allegations of misconduct.
Address: Social Care Wales, South Gate House, Wood Street, Cardiff, CF10 1EW
The Children’s Commissioner for Wales
Can support and advise children and young people on their rights.
Address: Children’s Commissioner for Wales, Llewellyn House, Harbourside Business Park, Harbourside Road, Port Talbot, SA13 1SB
Tel: 01792 765600 Freephone: 0808 801 100
Website: Child Com Wales (opens in a new tab)
The Older People’s Commissioner for Wales
Protects and promotes the rights of older people throughout Wales. They provide help and support directly to older people and work to empower older people and ensures their voices are heard and acted upon.
Address: Older People’s Commissioner for Wales, Cambrian Buildings, Mount Stuart Square, Butetown, Cardiff, CF10 5FL
Tel: 03442 640670 or 02920 445030
The following organisation may be able to assist you when making a complaint.
If you are still unsure as to what Advocate you need, or the one you need is not listed below please let us know and we will be happy to help find the right one for you.
Advocacy for Children & Young People
Address: Min-y-Mor Bungalow, Wellington Gardens, Abaeraeron, Ceredigion, SA46 0BQ
Phone: 0808 168 2599
Website: TGP Cymru (opens in a new tab)
Adults with Learning Disabilities
Pembrokeshire People First (PPF)
Address: Portcullis House, Old Hakin Road, Haverfordwest, SA61 1XE
Phone: 01437 762524
Action for Children
Address: Penfynnon, Hawthorn Rise, Haverfordwest, SA61 2AX
Phone: 01437 761330
Website: AFC West Wales (opens in a new tab)
Pembrokeshire Citizens Advice Bureau
Address: 36-38 High Street, Haverfordwest, SA61 2DA or, 38 Meyrick Street, Pembroke Dock, SA72 6UT
Phone: Haverfordwest 01437 767936 / Pembroke Dock 01646 623104
Website: Pembs CAB (opens in a new tab)
Independent Professional Advocacy
3CIPA (Three County Independent Professional Advocacy)
Phone: 0800 206 1387
Website: CIPA Wales (opens in a new tab)
Health & Social Services Complaints Advocacy
Address: Llais Milford Haven, Suite 18 Cedar Court, Havens Head Business Park, Milford Haven, SA73 3LS
Phone: 01646 697610
Website: Llais Cymru (opens in a new tab)