Complaints Procedure regarding the Welsh language
Making a Complaint regarding the Welsh Language
The University of South Wales is committed to complying with the relevant Welsh Language Standards set by the Welsh government and operated by the Welsh Language Commissioner. However, if you are a member of the public, a student or a member of staff and feel that the University has not complied with any of the Welsh Language Standards listed in our compliance notice, you can make a complaint. The procedure below outlines the complaints process followed by the Welsh Language Unit within the University. We take concerns, complaints and comments seriously and we will ensure that these are handled appropriately.
Definition of a Complaint
You can make a complaint or comment about any of the standards below:
- Service Delivery Standards (applies to students and the public)
- Policy Making Standards (applies to staff) or
- Operational Standards (applies to staff).
To view all of the standards we are committed to comply with please see our Compliance Notice.
Stage 1: Informal Complaint
You can complain via the telephone or e-mail by contacting the Welsh Language Unit (see contact details below). We will acknowledge receipt of the complaint within 5 working days. We will contact the person or department concerned and try to resolve the matter as soon as possible. If it is a simple matter to correct and you are satisfied with the response or decision about how to act, we will take no further action.
Stage 2: Formal Complaint
If you are not satisfied that the matter has been resolved, you can make a formal complaint in writing to the Welsh Unit. This may mean that we will have to discuss the matter at a meeting and carry out a thorough investigation. We strive to resolve the situation within 25 working days, and will inform you in writing of the outcome. You will be updated regularly on any developments or if we require more time to undertake further investigation. As much evidence as possible will be required to carry out a full investigation e.g. files, notes, correspondence, and a record of conversations.
During the complaint investigation, the Welsh Unit, will endeavour to establish whether procedures were followed. If we conclude that the University has not complied with the Standards adequately, we will offer an apology and action will be taken to avoid repeating the same error in the future. This includes reviewing, or enhancing our current procedures and policies, and providing additional training to colleagues on how to implement a specific standard. An opportunity will be given to you to respond to the comments and ensure that you are satisfied with the outcome before the case is closed.
Stage 3: Contacting the Welsh Language Commissioner
If you feel that the complaint has not been resolved satisfactorily or you are dissatisfied with the outcome, you may appeal against the decision by transferring the complaint to the Welsh Language Commissioner. They will then undertake further investigation in collaboration with the University, which may extend over an extended period.
Welsh Language Commissioner Complaints Form
How to make a complaint
To make a complaint you can either e-mail, complete the Complaints form or telephone us by using the contact details below. You are welcome to contact us in Welsh or English. When registering your complaint please provide us with as much detail as possible, in order to assist us in dealing with your complaint efficiently. We recommend contacting us as soon as possible following the event in order to enable us to deal with the issue in the most efficient way.
E-mail: [email protected]
Write to us: University of South Wales, Welsh Language Unit, Executive Office, Tŷ Crawshay, Treforest, Pontypridd, CF37 1DL
Telephone: Sara Maynard (Welsh Language Officer): 01443 482 017