The diolch awards are your way to tell us about someone (or a team of people) who have given you exceptional service. This could include staff who have, for example:

Gone the extra mile to help you
Anticipated your needs and responded to them
Dealt with a difficult or complex situation
Worked in poor weather conditions to help you

Everyone nominated will be told that you appreciated their efforts. There are also monthly and annual awards where winners will be given a letter of congratulation and a gift voucher in recognition of their service.