Complaints Procedure

Swansea MAD aims to provide high quality services which meet your needs. We believe we achieve this most of the time. If we are not getting it right, please let us know. 

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation. 

If you are not happy with Swansea MAD, please tell us. If you are unhappy about any of Swansea MAD’s services, or an individual, please contact Operations Director, Geraint Turner, on / Telephone: 07521618058 or contact the CEO, Charlotte Davies, directly on / Telephone: 07961499012. 

We will respond within 5 working days.

Please note any complaints of racism will be addressed within 24 hours by the CEO. 

Making a written complaint 

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chair or Chief Executive Officer. If your complaint is about the Chief Executive Officer, please write to the Chair. 

All written complaints will be logged. You will receive a written acknowledgement within three working days. 

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. 

If this is not possible, an interim response will be made informing you of the action taken to date or being considered. If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation. 

Finally, please also let us know if you are happy with Swansea MAD’s services.