Complaints

Stage 1 complaints procedure

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If you have a complaint regarding FW(S), please contact the designated Board member of FW(S) with the details of your complaint. The Board member will acknowledge your complaint within 10 days and will then investigate your complaint and endeavour to send you a full response to your complaint within 30 days. If it is not possible for the Board member to investigate and respond fully to your complaint within 30 days, then before the expiry of 30 days the Board member will send you an interim response advising when a full response will be provided. All acknowledgements and responses will be in writing or by email.

 

Stage 2 complaints procedure

 

If you are not satisfied with the response of the designated Board member of FWS, you may within 14 days of receiving the response appeal by writing to or emailing the FWS Appeals Officer [insert contact information]. You will receive an acknowledgement within 10 days. 

The Appeals Officer will then endeavour to send you a decision in respect of your appeal within 30 days. If it is not possible for the Appeals Officer to provide a decision in respect of your appeal within 30 days, then before the expiry of 30 days the Appeals Officer will send you an interim response advising when a decision will be provided. All acknowledgements, responses and decisions will be in writing or by email. The decision of the Appeals Officer will be final, there will be no further appeal available.