Compliments, comments and complaints

How we use your data

We need your name and a way to contact you if you require a response to your message but we will not use your data for any other purpose. For more detailed information on this, please read our privacy statement.

What happens to your feedback?

Compliments - Your compliments will be passed to the member of staff or team recognised and may be used as evidence to recognise exceptional 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 - We aim to resolve any complaint as quickly as possible. 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.