What happens to your feedback?
If your compliment, comment or complaint could affect the way in which all of our services are delivered, a manager will pass it on to their Senior Manager, who can use your feedback to influence the Strategic Planning for the charity's future.
Compliments
Your compliments will be passed on to the member of staff or team recognised and may be used as evidence to recognise exceptional staff performance. They may also be used to inform working practices across the charity by being highlighted at Managers’ Meetings.
Comments
Your comments will be passed to the relevant manager to decide on the appropriate course of action. If you have asked for a response, we will write to you within 14 days of receipt, to indicate what action has been taken.
Complaints
Porchlight aims to try and resolve any complaint to your satisfaction as quickly as possible. No one will be treated less favourably or penalised in any way by Porchlight for making a complaint and you may be accompanied or represented by a friend or other person of your choosing at all stages of the Complaints Procedure. All complaints are treated as confidential and information given will only be used as necessary for investigating the complaint. All complaints are recorded and monitored by Porchlight to ensure quality and effectiveness of our services. A diagram showing the different stages of the complaints procedure can be viewed by downloading the leaflet on this page.
