Complaints Procedure

  1. If a complainant complains about the service I have provided the complainant must let me know in writing at Bryn Hynod, Llangywair, Y Bala, Gwynedd, Wales LL23 7BT or by email at  Every complaint will be acknowledged in writing within 5 working days of receipt.
  2. I will investigate and respond comprehensively to the complaint within 21 working days of receipt. On occasions further time may be required to resolve a complaint in which case I will notify the complainant accordingly.
  3. If I am unable to resolve the complaint within 21 days or after the further time mentioned in 2 above, I shall refer the complaint to a Mediator registered with the Civil Mediation Council.
  4. If thereafter the complaint is not resolved within 21 days of the appointment of the said Mediator to the satisfaction of the complainant the complainant can appeal to the Civil Mediation Council on certain grounds within 1 month of conclusion of consideration of the complaint by me or the Mediator registered with the Civil Mediation Council and in any event within 6 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the Civil Mediation Council.
  5. The grounds upon which the complaint can be made are explained in the Civil Mediation Council`s appeal procedure set out at https://civilmediation.org/for-the-public/complaints/