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Complaints Policy

We put customer service and quality at the heart of what we do and strive to get it right, first time, every time. However sometimes things don't go as planned and in order to help us to improve the quality of our work we value your feedback.

What to do if you have a complaint

Most issues can be dealt with by contacting our subject specialist and administrative staff. They will do their best to resolve the matter quickly to your satisfaction. If you have a complaint which you feel has not been fully resolved in this way please fill in our online form, or write to us at the following address:

Complaints department, WJEC, 245 Western Avenue, Cardiff, CF5 2YX

Submitting a formal complaint

When a complaint is submitted formally, by using our online form or by writing to us, the following details should be provided:

  • Your full name and contact details (including a daytime telephone number and email address)
  • A full description of the complaint (including the subject matter and relevant dates and times if known)
  • The names of the people at WJEC who have been involved in the matter so far, if known
  • Copies of any relevant documents and reference to any earlier correspondence.

What happens next

Once a formal complaint is received, it will be referred to the senior manager who leads the relevant area of WJEC's work. WJEC will acknowledge receipt of your complaint within 5 working days, and within that time will also consider whether the complaint can be resolved in a straightforward manner.

If the complaint requires further substantial investigation before it can be resolved, the senior manager will establish a "stage 1" investigation panel which comprises appropriate colleagues within his/her area who have not been directly involved in the matter to date. The panel will decide on an appropriate recommendation for action to the senior manager who leads that area of WJEC's work.

We aim to complete the investigation of a complaint within 10 working days. We may contact you within this period to seek further information or clarification and in some instances we may recommend a meeting.

Once the investigation is concluded we will inform you of the outcome. However, if the complaint is more complex, or involves people who are not available within the initial 10 day period, it may be necessary to extend the time limit. If this is the case we will keep you informed of the progress of the investigation, the reasons for the delay, and the new deadline.

Appealing against the outcome

If you do not accept the result of the "stage 1" investigation, the reasons for that should be set out clearly in writing and communicated to WJEC's Chief Executive. He will establish a "stage 2" investigation panel to consider whether there is any new or additional evidence that was not available to the "stage 1" panel, or whether there should be a different interpretation of the information available. We aim to complete a "stage 2" investigation within 10 days and will communicate the outcome to you.

Enquiries about results: specific procedures

Enquiries about results have separate procedures which are detailed on the Enquiries about Results page of the website, and do not come within the scope of this general policy.

Further queries

Any queries regarding this policy may be directed to:

Ffion Lloyd - Assistant Director (Customer Support)
Telephone: 029 2026 5130
Email: ffion.lloyd@wjec.co.uk