WFD is committed to providing policy support and delivering programmes to the highest standards. We want to hear your comments and suggestions about the products or services you have experienced. We value your opinion. We treat all feedback and complaints as an opportunity to improve. If something has gone wrong, we are happy to acknowledge any mistakes that we have made, apologise, and then try to prevent them from happening again in the future.
Thank you for helping us to provide a better service as we work hard to mobilise British and international expertise to contribute to our vision of a world in which freedom and democracy thrive, and where inclusive and accountable governments serve people fairly and effectively.
If you are unhappy with the quality of a WFD product, event, activity, or other service and you wish to share some feedback, you can do so by speaking to your regular WFD contact, or you can email us, telephone our UK office, or send us a letter. However, we encourage you to make your complaint in writing wherever possible. Where possible, all complaints should be made within 90 days of the date that the incident occurred, or the date that the issue came to your attention.
You can contact WFD by:
Please note that we can only discuss personal information and deal with complaints from the stakeholder who has used the WFD product or participated in the WFD-sponsored activity or event or the confirmed representative from an organisation involved in a WFD programme. However, provided that you have given written consent, WFD will discuss any complaint with a third party you have asked to act on your behalf, which could be another person or organisation.
You can raise a concern with WFD under our separate Reporting Concerns Policy:
Regardless of what your complaint is about, where you are based or how you contact us, your complaint will be dealt with impartially and professionally. We aim to acknowledge your complaint within five working days, and resolve it fully within twenty working days. We aim to resolve as many issues as we can during this initial interaction. Where cases are more complex, longer timescales may apply, and we will advise you about these when we talk to you. We want to put things right and resolve matters quickly and fairly. We will explain what went wrong and why, take action to remedy the situation, and ensure we learn lessons from your complaint to improve our products and services. Sometimes, we can only apologise for certain situations, but we will draw upon your feedback to make recommendations for future improvements.
If you are dissatisfied with our response to your complaint, you can escalate this directly to our Chief Executive.
Your complaint will be dealt with in the strictest confidence, in line with WFD’s privacy policy. Information about you will be shared internally, only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so.
Under UK data protection law you have the right to ask for a copy of the information we hold on you, and the right to ask us to correct any inaccuracies in that information.
For further information on this please contact us or read our privacy policy.
