Bringing together those
who are living with Fibromyalgia
Our Complaints Policy
FibroSupport-Wales is a responsive organisation guided by a set of core values.
We welcome compliments and complaints and are committed to celebrating when we do something well and when we are not, we will manage this fairly and effectively. While we always want to get it right the first time and rejoice in compliments, complaints can be a valuable part of quality improvement. FibroSupport-Wales sets high standards and we want to know if we fall short of achieving them.
The principles of our complaints policy
We encourage feedback from anybody connected to FibroSupport-Wales
Trying to resolve the issue
If you are unhappy about anything FibroSupport-Wales has done or provided, we want to hear from you as soon as possible. It will be helpful if you inform a member of our team as soon as you become aware of a problem.
If it is possible to resolve the issue quickly and informally with you, then we will do so.
We will look into the cause of your complaint and if something has gone wrong, offer you an explanation together with an apology, and tell you what action we are going to take. Many issues can usually be addressed immediately and we aim to address informal complaints within 72 hours.
Making a formal complaint
Please contact the relevant FibroSupport-Wales complaint manager by email – let us to know what we are doing well and we will celebrate our good work.
When making a complaint, if having spoken to a member of our team and that you still remain dissatisfied, or if your complaint is of a serious nature we ask you to either:
Contact the Complaints Manager:
Address: 29 Heol-Y-Mynydd, Bargoed CF81 8QG
Log your feedback using the form on our website (Click here)
Tel: 0333 3355 241
Email: [email protected]
In order to resolve your complaint, we will need some information
FibroSupport-Wales will try to satisfactorily resolve any complaint as promptly as possible. We aim to formally acknowledge any complaint within three working days. Where you complain by phone we will provide a written copy of your complaint to you within three working days.
We will give you the name of the manager / investigating officer who will be looking into your complaint as soon as possible.
We aim to complete looking into your complaint and be able to respond to you within 20 working days. However if it becomes clear that a complex investigation is necessary, or a safeguarding investigation or disciplinary proceedings are involved, it will take longer than this as these will hold precedence over the complaints process. We will contact you to explain the delay and as far as we can, appropriately keep you updated regularly.
All cases which involve only an internal investigation will be completed within 6 months at the latest. However in a very small number of cases which involve external authorities, this may not be possible. We will try to keep you updated as far as possible.
If a complaint is upheld the matter will be put right and future preventative action will be identified and implemented. You will be notified of the actions taken unless confidentially and data protection requirements prevent this.
If you are still dissatisfied
You will be told of their decision within a maximum of another 20 working days.