Help us improve our service

We always welcome feedback to help us improve our services and the experience of those we support.

If you are a service user, staff member, partner, volunteer or supporter, we’d love to hear more about your experience with us (good or bad) and how we can improve things.

We really value the views of people with lived experience, local or community knowledge to help us ensure we reach everyone who needs our support and that we really do serve our local communities in the way that we want to.

Please send your comments to feedback@yellowdoor.org.uk, write to us at 30 Brookvale Road, Southampton, SO17 1QR or complete one of our comments cards available in our waiting area and put it in the box on the wall. You can give us feedback with or without your name attached.

Complaints Policy

Complaints procedure

If you are unhappy with the service we provide we want to hear your feedback.

Our commitment to you

Yellow Door is committed to providing high quality services. We are committed to providing our service users with a quality service and to continuously improving those services but we realise that there are times when we don’t always get this right.

How to make a complaint

If you are unhappy about a service that you have received, it is usually best to speak to the person who is providing the service ideally in person or by telephone: 02380 636312 or to the workers Yellow Door email address.

If the matter is not resolved or you feel it is more serious please contact our Duty Manager by telephone: 02380 636312 or via email: feedback@yellowdoor.org.uk

The relevant Service Manager will contact you in the first instance to establish your concerns and agree how we will communicate with you and the next steps in the process.

We will aim to email you confirming the details of the complaint and the timeframes we will respond to you.

Timescales

We will aim to acknowledge your complaint within 7 days of receiving it and contact you with the outcome of complaint investigation within 28 days.

Please see full Complaints Policy here.