Complaints Procedure

Care Lamps Ltd – Complaints Procedure 

Care Lamps aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with Care Lamps Ltd please tell us.

If you are unhappy about any Care Lamps Ltd service, please speak to the relevant staff member, manager or Director. 

If you are unhappy with an individual in Care Lamps sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Director. Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days. 

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director. 

Care Lamps Ltd
Unit 14 The Beresford Centre
Wade Road
RG24 8FA

Please send the letter recorded delivery so you know it has been received.

All written complaints will be logged. You will receive a written acknowledgement within 14 days. 

The aim is to investigate your complaint properly and give you a reply within 21 working days, setting out how the problem will be dealt with.

If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If, after we have responded, you are not satisfied, we welcome the use of an ADR to help settle a complaint.