Most complaints can be resolved quickly by any of our colleagues, such as directly with our care home manager or our customer experience team.

However, if your complaint is more complex, it will be handled through Hafod’s formal complaints process. A relevant colleague will investigate your concern, and we may contact you if we need further information. You will receive a full response within 20 working days. 

What happens if my complaint is upheld?

We will work with you to find a fair resolution based on the seriousness of your complaint. This could include:

  • A written apology
  • A change in our procedures
  • Providing the service you need
  • In some cases, compensation

Our goal is to ensure a fair outcome and improve our services based on your feedback.

 

Hafod Housing Association a close up of hands on a laptop

Do you want to give a compliment or make a complaint?

We love hearing your feedback. Your compliments and suggestions help us celebrate what we’re doing well and continue improving our services.

If you’ve had a great experience with our colleagues or service, we’d love to hear about it, let us know here. 

Or if you need to make a complaint, please complete our online form and include as much detail as you can. 

Give a compliment or make a complaint

Click here

Hafod’s Complaints Policy and Procedure

Click here to download

Taking your complaint further

If you wish to escalate your complaint, you can contact the following:

The Public Services Ombudsman is an independent authority with legal powers to investigate complaints about public services and independent care providers in Wales.

You can contact the Ombudsman via phone, post, email or online:

Care Inspectorate Wales is responsible for registering, inspecting, and ensuring the quality and safety of care services to promote wellbeing across Wales.

You can contact them via phone, post, email or online:

The Older People’s Commissioner for Wales acts as an independent voice and advocates for older people, working to protect their rights and wellbeing.

You can contact the Commissioner via phone, post, or email: