Our mission is to deliver high quality, compassionate care and support to help local people live better lives.

We are committed to the highest level of quality in care and support. We expect the best for the people who use our services and we aim to provide care that we would be proud to offer our own families.

Why not tell us about your experience and help us improve what we do so we can provide you and others with a better service.

We will:
• Listen to what you have to say
• Learn from what you have told us
• Improve our services as a result

To help us deliver outstanding services, please tell us what you think – whether it is a compliment, comment or complaint.

Faces

How you can give feedback

Alternatively, you can:

• Tell someone from the company
• Tell someone from the council who is working with you
• Fill in a comment card in one of our services
• Telephone: 01204 334239

Compliment us

Where you have had a good experience in one of our services we would love to hear about it. If you leave a compliment we will inform our staff and learn about the things which make people happy.

Making a complaint

If the service you received was not satisfactory and you wish to make a complaint we will try and resolve it quickly and informally. Where this cannot be done, we will apply our formal complaints process.

Do you need support to feedback?

You may be able to request an advocate to help you leave feedback.

An advocate is an independent person who will act on your behalf and work with you and us to share your experience. You can arrange for an advocate by contacting the Quality Assurance and Improvement Team by email quality@boltoncares.org.uk or phone 01204 334239.

Our complaints process

Investigate

We will look into your complaint to see why things have gone wrong as soon as possible. We will apologise if we have made mistakes and will tell you what we will do to improve and put things right.

Next steps

We will acknowledge your complaint within three working days and aim to respond in 20 working days but please note this may take longer if the complaint is complex. We will let you know if your complaint will take longer.

Ombudsman

If you are not satisfied after using our complaints procedure you may refer your complaint to the Local Government
Ombudsman (LGO).

Tel: 0300 661 0614
Online: www.lgo.org.uk

If you would like more information about the complaints process contact the Quality Assurance and Improvement Team
by email quality@boltoncares.org.uk.