Comments and Complaints

Your feedback helps us improve our service. If you would like send us a comment, please call 020 8649 9339, option 1 or email

If you are unhappy with our service, you can make a complaint. We have tried to make our complaint process as simple as possible, but if you need any help, please let us know.

Our commitment to you

  • We will deal with your complaint politely and in confidence.
  • It will be looked into thoroughly, fairly and as quickly as possible.
  • We will keep you up to date with what we are doing.
  • We will apologise if we have made a mistake.
  • We will tell you what we are going to do to put things right.

How to complain

In the first instance, you should discuss the matter with the individual concerned. In many cases this will resolve the matter quickly.

If you do not wish to talk to the individual concerned, or if the initial discussion has not solved the problem, ask to speak to the Carers Information Service Manager. The Carers Information Service Manager will discuss your concern with you and attempt to resolve your complaint.

Formal resolution

If you are unable to resolve your complaint informally, please put your complaint in writing to:

Helen Thompson
Carers Information Service
Carers Support Centre
24 George Street
Croydon CR0 1PB

When writing your complaint, please provide full details of what your complaint is about, including any dates, times and names, and copies of any documents that you would like us to consider. Please let us know how you would prefer to be contacted. Your complaint will be acknowledged within three working days.

Once we have received this information, we will write to you within 14 days to tell you of any action we propose to take in response to your complaint, or our reason for not taking any further action.

Final stage

If you are unhappy with the response to your formal complaint, you can write to the Chief Executive of John Whitgift Foundation (of which the Carers Information Service is a part) within 14 days of receiving the response. He will refer your complaint to John Whitgift Foundation Complaints Panel for consideration and the Panel will investigate.

Complaints Policy

You can download and read our full Complaints Policy as a PDF file: Carers Information Service Complaints About Our Service Policy. You can also request a printed copy at the Carers Support Centre.

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Carers Support Centre

The hub for all services for anyone in Croydon caring for a family member or friend, who needs help due to illness or disability.
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