This section is intended to give you, the user of Trac Cymru’s services, information to assist you in raising any concerns. We are committed to providing a professional service to everyone with whom we come into contact. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you think that Trac Cymru has failed to deliver the service or standard that you expect of us, please let us know by raising your concerns with your immediate contact e.g. course tutor, or a member of our staff.
If possible, please do this at the time the problem arises because issues can often be quickly resolved at the coal face; if you delay in bringing a problem to our attention, we will ask you for a detailed written account so that your concern can be thoroughly investigated. Once we have received your written summary, we will acknowledge receipt within three working days enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by our Director, who will write to you within 15 working days of sending the acknowledgement. If at this stage you feel that your complaint has not been satisfactorily answered you may refer your case to the Chair of the Trustees.
The Chair of Trustees will review your complaint, how it has been dealt with, and may seek advice, from inside or outside Trac Cymru, on how to resolve any outstanding issues. We will write to you within 15 working days.
Our internal management procedures require all issues raised to be reported to our Director, who will inform the Chair of the Trustees, and a report of the issue will appear as an agenda item in the next meeting of the board of Trustees.
The contact details of our staff are listed below:
Manager: Megan Lloyd, email@example.com, telephone 07467 184143
Director: Danny KilBride, firstname.lastname@example.org
Emergencies should be dealt with as necessary to obtain the required help.