We welcome views from our clients and their families about our service as these give us an insight into what we are doing well and where we need to make improvements. So if you are pleased with something we are doing right then please tell us. Likewise if you are not pleased then tell us this as well.
When we receive written compliments about specific care staff we make sure these are passed on to them and this is always very much appreciated. We believe feedback can help us grow, so we share and learn from your feedback.
Should you wish to make a comment or complaint about any part of our service, in the first instance you or your representative should contact the Registered Manager at your local Candlelight branch. This can be done in person, over the telephone or by letter or email.
Every effort will be made to resolve the complaint and a full response provided back to you within fifteen working days.By law we are required to have a complaints procedure that you can ask to see. This will give you full details of how to make a complaint.
If you are not happy with the final outcome you can contact the Local Government Ombudsman (LGO), who provide free,independent advice. Phone: 0300 0610614 or email: [email protected]