Sometimes things don’t go quite right and if this happens with your support from POhWER, we are very sorry and we want to put it right as quickly as we can.

You can make a complaint or raise a concern by completing our feedback form on the website, by writing to us at our Birmingham address, or by telephoning or emailing our help centre (details below). If you need help providing feedback please let us know and we will work with you to find the best way for your voice to be heard.

Usually the best way for us to sort out any problems quickly is for the local manager to contact you to discuss the problem and agree how we are going to move forward.

Our local manager will:

  • contact you within 5 working days to discuss the complaint or concern you have and what outcome you would like to achieve by raising the complaint or concern
  • let you know if they are not the best people to sort out the complaint or concern and explain who they are referring it to
  • use plain language and no jargon
  • treat you politely and with respect at all times and have the right to expect you to do the same

If the local manager can sort out the problem with you over the phone or by email when they first contact you, they will:

  • email or write a letter to you (whichever you prefer) to summarise the discussion you have had, confirm the actions that have been or will be taken. You will also be given information about how to appeal to a more senior manager if you are not happy with the decisions made or actions taken.

If the local manager needs to conduct a more detailed investigation, or needs to refer the complaint to a more senior manager, they will:

  • email or write a letter to you (whichever you prefer) to summarise the discussion, to let you know who will be investigating, if it is not them, and to let you know when you will be contacted next. Normally we expect to provide a full response within 20 working days. If we can’t do this, we will tell you and also tell you when you can expect the full response.

At the end of the investigation, the manager will:

  • email or write to you (whichever you prefer) to let you know if your complaint was upheld, partially upheld, or not upheld and any actions that have been or will be taken to put things right.
  • let you know how you can appeal against the decision.


Contact us:

Website: www.pohwer.net

Email: [email protected]

Telephone: 0300 456 2370

Address: POhWER, PO Box 14043, Birmingham, B6 9BL

You can download our complaints policy here: POhWER Complaints Policy (pdf)