Fair and clear process
Complaints
If you are unhappy with a PWG service or interaction, tell us so we can understand the issue and consider how it should be addressed.
How to raise a concern
You may contact PWG through the consultation request form or the contact details on our Contact page. Explain that your message is a complaint so it can be routed appropriately.
Please include your name and preferred contact details, the service or interaction involved, a brief description of what happened, and the outcome you are seeking. Do not send passwords, identity numbers, account credentials or unnecessary sensitive information.
What happens next
A PWG representative should review the information and direct it to the appropriate team. If information is missing, the team may need to contact you for clarification.
The formal acknowledgement, investigation, decision, response deadlines and escalation steps are not specified here until the approved complaints procedure is supplied. Keep copies of relevant correspondence for your records.
Escalation
Where a complaint cannot be resolved directly, the official procedure must explain the available internal escalation route and any external ombud or regulator that applies to the relevant entity and service. Those details are intentionally not guessed here.