Rhondda Cynon Taf County Borough Council

Customer Service Complaints

Resolving Customer Service Complaints

Our aim is to provide customers with the best possible service and we make every effort to get things right the first time. If you do have a complaint then please contact us at the Pension Fund so we can put things right as quickly as possible.

Rhondda Cynon Taf County Borough Council also has its own Complaints procedure which can be accessed here

RCT County Borough Council  will endeavour to deal with your complaint as soon as we can in accordance with our complaints procedure.

You will receive an acknowledgement confirming that your complaint has been received within 5 working days.

The Council have a 2 stage process for dealing with complaints

Stage 1

The Council will aim to resolve the complaint or put things right swiftly and as far as possible at this point, to aver the need for Stage 2.

Complaints will be referred to the appropriate officer to deal with, and acknowledged within the Councils stated service standards.  An officer will arrange for the matter to be resolved and will respond to the customer in the manner that he/she approached the Council.  Where appropriate, a letter of response will be sent to the customer, together with advice on how to progress the matter in writing to Stage 2 of the complaints procedure if still dissatisfied

Stage 2

If a customer is dissatisfied with the outcome of their complaint at Stage 1, they may refer it to Stage 2 for formal investigation.  A senior officer within the Council will deal with your Stage 2 complaint and may be independent to the service your complaint concerns. A formal, detailed letter of response will be sent to the customer.  Where a complaint is upheld, it will involve a written apology, and if appropriate, detail actions to be taken to remedy the complaint, to prevent a repetition in the future.  If a customer disagrees with the outcome of Stage 2 they may refer the matter to the Public Services Ombudsman to request an independent investigation.

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Tel: 0300 7900203