Paddock Wood Community Advice Centre (PWCAC) aims to provide high quality services which meet your needs.
We believe we achieve this most of the time: if we are not getting it right, please let us know as we want to learn from our mistakes. What you tell us helps to improve our service to you and ensure our services remain at a high and improving standard.
We have a procedure through which you can let us know of any reason you are not satisfied with your dealings with PWCAC.
We will treat your complaint confidentially and seriously. We have a form that you may wish to use but we are happy for you to make your complaint over the telephone, in writing or by email if you prefer.
We will pass your complaint to a senior member of our team who will thoroughly investigate your complaint and make every effort to resolve it.
All written complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If, after we have responded you are not satisfied, please write to the Chair of the Trustee Board who will report the matter to the next meeting of the Trustees who will decide on any further steps to resolve the situation.
In the unlikely event that you are still unhappy with the outcome you may ask for your case to be looked at by an independent reviewer. You must contact them within 6 months of the date of our final response letter. We will advise you at the time but for most debt cases this will be the Financial Ombudsman Service or, for all other matters, the Centre for Effective Dispute Resolution.