At Candlelighters, we’re committed to providing the best possible support and services across all areas of our work. Your feedback really matters to us and helps us understand what we’re doing well and where we can improve. Please use this form to share your thoughts with us – whether that’s a compliment, comment, or complaint.

Compliments - A positive experience you’d like to share so we can recognise what’s working well.

Comments - A suggestion, observation, or concern that may help us improve, but doesn’t require a full investigation.

Complaints - Something you’re unhappy about that you would like us to look into further.

We appreciate your feedback in many forms, including verbal, email, in writing, or through social media. Here are the ways you can provide your feedback:

  • Submit your compliment, comment or complaint using the online form below
  • Call us on 0113 887 8333 (Monday to Friday 8:30am – 4pm)
  • E-mail your feedback to [email protected]
  • Write to us at Candlelighters, 8 Woodhouse Square, Leeds, LS3 1AD
  • Send us a direct message on our Facebook page. 

Compliments, comments and complaints form

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    We aim to ensure the following within our Compliments, Comments & Complaints Policy:

    • To learn from and celebrate the things we do well.
    • Complaints are dealt with effectively, appropriately and within the agreed time frame.
    • Fairness and transparency for everyone involved.
    • The policy and procedure will be accessible to all.
    • Complaints and comments will not prejudice the service that is provided to the complainant.
    • Complainants are treated with respect and courtesy throughout the handling of the complaint.
    • Confidentiality will be upheld as required.
    • All compliments, comments and complaints will be recorded and used to improve our work and drive our culture of continuous improvement.
    • We will annually review our compliments, comments and complaints policy and procedure to ensure it is fit for purpose.

    We’re committed to giving our fundraisers a great experience and are registered with the Fundraising Regulator. As members, we commit to the fundraising promise: 

    • We will commit to high standards.
    • We will be clear, honest and open.
    • We will be respectful.
    • We will be fair and reasonable.
    • We will be accountable and responsible.