Feedback

POhWER takes feedback seriously and we use it as part of our commitment to continually improving our services.

Receiving compliments is lovely but we also want and need to hear where we could have done better so we can put anything right that’s gone wrong.

If you use one of our services, are a professional we interact with, or are one of our stakeholders, we have specific links below so that you can tell us what you think.

Thank you for taking the time to do this.

The information you enter into these forms will be collected and stored by POhWER. Depending on your reason for contacting us, we will process and store your personal information in accordance with the categories laid out in our privacy policy, which can be found by clicking here.

Sometimes things don't go quite right, and we want to hear from you if that is the case.

What we’ll do if you make a complaint:

If you make a complaint, we will acknowledge it within two working days of receiving it. Unless you have asked us not to contact you, a manager will be in touch with you within 5 working days of this acknowledgement to discuss your complaint and how we will be responding to it. Unless otherwise agreed with you, we will provide you with a response to your complaint no more than 20 working days later. If you are not happy with this response, there is an appeal process which will be explained to you with the response.

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

You can read our complaints handling promises by clicking here.

How to make a complaint:

You can make a complaint by calling our Information Advice and Advocacy Support Centre on 0300 456 2370 or by emailing them at [email protected] or by completing this online feedback form: https://pohwer.typeform.com/to/HE4O47

If you don't want to make a complaint but want to give us feedback about our services, the support that we have provided or POhWER's staff please use the links below. Alternatively, you can call our Information, Advice and Advocacy Support Centre or email them at [email protected]

If you are/or have been a client/POhWER service user:

and you’ve used our NHS Complaints Advocacy, IMCA Advocacy, IMHA Advocacy, Specialist Secure Advocacy or Community Advocacy services and would like to make a compliment or comment, then please fill out the simple online feedback form below:

Client feedback form for compliments and comments

Client feedback form for compliments and comments (word format)

If you are or have been a client:

and used our Direct Payments Advisory services, and would like to make a compliment or comment, then please fill out the simple online feedback form below:

Client feedback form for Direct Payments compliments and comments

Client feedback form for Direct Payments compliments and comments (word format)

If you are a professional or a stakeholder:

And would like to give us your feedback on our NHS Complaints Advocacy, IMCA Advocacy, IMHA Advocacy, Specialist Secure Advocacy or Community Advocacy services, then please fill out the simple online feedback form below:

Professional / stakeholder feedback form

Professional / stakeholder feedback form (word format)

If you are a professional or a stakeholder:

And would like to give us your feedback on our Direct Payment Support services, then please fill out the simple online feedback form below:

Professional / stakeholder feedback form for Direct Payments Support services

Professional / stakeholder feedback form for Direct Payments Support services (word format)

If you are a Decision Maker for IMCA:

And would like to give us your feedback about how the IMCA worked with you and how the IMCA service influenced your decision making, then please fill out the simple online feedback form below:

Record of Decision Makers feedback form

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NHS Complaints Advocacy

NHS Complaints Advocacy can support anyone who is unhappy with the care or treatment they or someone they know has received from the NHS and is thinking about making a complaint. Read more about this service.
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An IMHA is an independent advocate who is specially trained to work within the framework of the Mental Health Act to support people to understand their rights under the Act and participate in decisions about their care and treatment. Read more about this service.
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Central and East of England

We provide services across nine county councils/local authorities of Central and East of England that help people who need to get their voices heard. Here you can find the latest information on what’s happening in your local area. If you cannot find your local area listed below, this maybe because we currently do not provide service in the local area. However, you can call our advisers on 0300 456 2370 to find out who can help you.
London

We provide services across London that help people who need to get their voices heard. Here you can find the latest information on what’s happening in your local area. If you cannot find your local area listed below, this maybe because we currently do not provide services in the local area. However, you can call our advisers on 0300 456 2370 to find out who can help you.
What we do

POhWER is a charity and membership organisation. We provide information, advice, support and advocacy to people who experience disability, vulnerability, distress and social exclusion.
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POhWER NHS Complaints Advocacy Self Help Information for NHS Complaints Process. For those who wish to make a complaint about an NHS service they or one of their family or friends received we have a special NHS Complaints Advocacy Service self help pack.
Southern England

We provide services across six boroughs of Southern England that help people who need to get their voices heard. Here you can find the latest information on what’s happening in your local area. If you cannot find your local area listed below, this maybe because we currently do not provide service in the local area. However, you can call our advisers on 0300 456 2370 to find out who can help you.
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We provide services across seven boroughs of West Midlands that help people who need to get their voices heard. Here you can find the latest information on what’s happening in your local area. If you cannot find your local area listed below, this maybe because we currently do not provide service in the local area. However, you can call our advisers on 0300 456 2370 to find out who can help you.

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