PFWCA UK Complaints Policy

1. Purpose

To ensure complaints are handled fairly and transparently.

2. How to Complain

Complaints can be made via:

• Email

• Phone

• In writing

3. Process

1. Acknowledge within 5 working days

2. Investigate

3. Respond within 14–28 days

4. Escalation

If unresolved, complaints may be escalated to trustees.

5. Confidentiality

All complaints handled sensitively and confidentially.