How to enter a review on the service received from your provider

Who can register?

You must either be the service user, or the representative of the service user and have their agreement to represent them, to be able to make a review.

Email address

To register to submit a review you will need a legitimate email. Your email address will only be used during the registration process and for future contact between us and yourselves and will be kept private. 

For example, we may contact you using the email address you provide should we have any concerns with your review.

Upon registering, you will be sent an email containing a verification code which you will need to be able to submit a review.

Registration

Your display name is the name by which you, the reviewer, wish to be addressed and must not be an email address.

Once you have registered and your registration is approved, you will receive a verification email to the email address you provided during registration. This will contain a verification code and a link to a webpage.

Submitting a review

Only registered and verified users can submit service user reviews.

Registered and verified users will be required to log in in order to add reviews. When you login you will be directed to your review submission page. Once you are logged in you will see your review submission page which will display any of your previous reviews for other services and their status.

You will only be able to submit one review per care service and only one review is allowed at any one time, for a reviewer for a service provider. Any re-submission you make will replace any previously submitted review.

You can delete your own reviews after they have been published. You can change your review on the public site at any time. The changes will go to ‘’Modified’ until approved by the moderator.

Your rating submission

Your submission must contain both a rating and text.  Ratings are based on a 5 level system. The submission page displays a dropdown list to identify who you are either service user, spouse, relative, friend or other. If you select ‘Other’ a small text box will be displayed for you to pr ovide us with details of your relationship to the service user.

The free text field has a maximum of 1000 characters and this includes spaces and punctuation.

Complaints and abuse language

If you have a specific complaint about how this service has treated you (or a relative) then please contact our customer care department who will be able to deal with all complaints.

All reviews are automatically screened for abusive language during page validation and submission will not be allowed if abusive language is detected.

Your first review will display a status of ‘New’. Status of reviews can either be New, Awaiting Approval(?), Approved, Rejected, On hold.

If your feedback is rejected it will not be deleted immediately. We will send you an email informing you of any of the content that is unapproved. You will be able to update it online and submit for approval again. Any unapproved feedback which has not been resubmitted will be deleted from the system after 28 days.

Safeguarding concerns

If your feedback raises specific concerns, the feedback will be placed ‘On hold’ with a reason of ‘Safeguarding’ – not yet confirmed. If the feedback is subsequently approved it will be published in the usual way. If the feedback is to be rejected we will contact you to explain.