Complaints policy

We are committed to providing you with an excellent service. We understand, however, that sometimes the service we provide may not meet your expectations. If this is the case, we want to know about it.

Abbeyfield Wales Society Ltd. is committed to dealing fairly, openly, honestly and effectively with concerns or complaints that residents or the general public raise about our services. If we make mistakes, we will acknowledge this, apologise and, where possible, put things right. We are committed to learning from our mistakes and improving services and service delivery.

When to use this policy

A complaint is an expression of dissatisfaction about the services we offer or a resolution where we offer to put things right it can also relate to an action or lack of action taken by Abbeyfield Wales Ltd, or anyone working on our behalf.

This policy does not cover complaints made to Abbeyfield Wales Society Ltd about the behaviour of other residents unless we have not dealt with issues already brought to our attention. These are covered by our Anti-Social Behaviour Policy.

Service Failures – Service Recovery.

Where possible, we want to deal with things straight away. For most service failures (promises that may not have been kept) we will try to resolve them as quickly as possible. We will initiate service recovery to minimise disruptions for our residents and/or the general public. We will record these incidents and where appropriate, learn any lessons. If we can’t help, we will explain why and if necessary, deal with it formally.

How to express concern or complain

Anyone can contact us in the following ways:

  • Phone: 01633 244185
  • E-mail:
  • In writing: Pagefield House, 24 Gold Tops, Casnewydd / Newport, NP20 4PG
  • Speak to any Abbeyfield Wales Society Ltd employee

Copies of this policy are available from our staff or our offices.

Download our Complaints policy