Catra - Complaints Procedure

How to make a complaint

If you wish to raise a complaint, please contact us in writing or by email at:

cysylltu@catra.cymru

Please include:

• Your name and contact details
• A clear description of the issue
• Any relevant documents or evidence

What happens next?

1. Acknowledgement: We will acknowledge your complaint within 3 working days
2. Investigation: We will investigate and respond fully within 15 working days
3. Resolution: We will offer an explanation, apology, or corrective action where appropriate

If you’re still not satisfied

If you are not satisfied with our response, you can escalate your complaint to our independent redress scheme:

The Property Ombudsman

https://www.tpos.co.uk/

You must do this within 12 months of our final response.