Customer service

Standards of service you can expect from us.

Making sure we provide you with a good service, whether you are an individual member of the public, a person using a service, a care provider, or one of the many organisations we work with is very important to us.

Our customer service principles

Whether you are dealing with us over the phone, by letter, in person or working with us, you can expect us to follow these customer service principles.

  • Professional

    You should expect us to listen to you, be knowledgeable and helpful. If we cannot help you, we will try and find someone who can.

  • Respect

    We will treat you with dignity and respect. We are sure that you will also treat our staff in the same way.

  • Responsive

    We will respond to your enquiry as quickly as we can.

  • Accessible

    We want to make sure that you can access our services easily, in a way that is accessible to you.

  • Communication

    You can communicate with us in English or Welsh. If you need to communicate with us in any language we will try to meet your request.

  • Feedback

    Tell us what you think of our service.

On this site


Welsh Language

CSSIW Publication Policy (for external publications) (from 30 March 2016)

Concerns about care? Please let us know if you have any concerns about us, a service, or a member of care staff. Raise a concern