Policies
Complaints
Our commitment
Lantern Pathways is committed to providing a high-quality service. If something goes wrong or you are unhappy with the service you have received, we want to hear from you so we can put things right.
How to make a complaint
You can make a complaint by emailing info@lanternpathways.co.uk. Please include your name, contact details, and a description of your concern. We aim to acknowledge all complaints within five working days.
What happens next
We will investigate your complaint and provide a full written response within 20 working days. If we need more time, we will let you know and explain why.
If you are not satisfied
If you are not satisfied with our response, you may be able to refer your complaint to an appropriate external body. We will advise you of your options in our response.
Confidentiality
All complaints are treated in confidence. Information will only be shared with those who need to know in order to investigate and respond to your complaint.