Our Policies

Compliments, Comments & Complaints Guidelines

FDCW makes every effort to provide a high standard of service and to treat all fairly. We continuously try to improve our services and we value any feedback that will help us to do this. On an annual basis FDCW will review all compliments, comments and complaints, and our feedback procedures.

Compliments and Comments

If you are happy with our work and the service we offer or have any comments we would love to hear from you – so please do email us. Or if you prefer, please download the Compliments form here.

Complaints

We also want to know if there are parts of our work that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner. FDCW may publish the replies given to any queries raised and will respect the confidentiality of all concerned.

How to Make a Complaint

If you are unhappy about an aspect of our service please bring this to the attention of an FDCW employee. They will try to resolve your concerns. If you are unhappy with the way you have been treated please contact the Executive Director (ED). If the ED cannot resolve the issue please ask that your concerns be forwarded to the FDCW Board. One of the Board members will then respond.

If you can not, or do not wish to make a complaint in person, please email us. Please contact us as soon as possible so we can endeavour to resolve the issue.

Please include the following details to help us effectively investigate your complaint:

the specific area, service or resource to which the complaint applies
outline the nature of your complaint as precisely as possible, including details such as the place and time the incident occurred. This will help us to investigate and to resolve the issue
please let us know if you have previously reported the complaint, and if any action was taken

All complaints will be investigated. You may make an anonymous complaint. If you require a response please supply your contact details.

We endeavour at all times to treat FDCW stakeholders with respect, and we expect the same standards of behaviour from FDCW stakeholders.

What We Promise to Do to Help Resolve Your Complaint

Your complaint will be dealt with in a professional and confidential manner. It will be assigned to the most appropriate person, who will investigate fully and communicate regularly with you until the issue is resolved.

How and When We Will Respond

We will acknowledge e-mailed complaints within 10 working days of receipt. You will receive a full response to your written complaint within 21 working days if you have supplied us with your name and contact details.