To ensure our commitment to quality and service the company operates a compliments and complaints procedure which we encourage all the users of our service to adopt. As a user of our services you are entitled to make comments complaints and suggestions at any time and we actively seek your views and opinions on how we could improve and to evaluate our services.

Feedback about our service is encouraged in accordance with Crystal Lemon Care ‘Complaints, Concerns and Commendations’ Policy. This provides the framework for responding positively to any matter raised by a user of the service, or someone raising issues on their behalf. People who use our service can also, of course, refer any concerns direct to The Care Quality Commission, or their local authority.

Many problems which occur can be sorted out to everyone’s satisfaction without it becoming a formal process. Should you wish to make a complaint at any time then please follow our ‘Complaints Procedure’ outlined below?

Procedure:

If you wish to make a compliment about our services we will also acknowledge its receipt and cascade this information to the carers. All written and verbal comments or complaints will be recorded. We endeavor to acknowledge complaints personally within 24 hours.

Initially you should raise any issues you may have with your care worker in the first instance who will do their best to resolve the problem quickly and efficiently to your satisfaction.

If you feel unable to discuss the problem with your care worker or the complaint is regarding your care worker or they are unable to resolve the problem satisfactorily, then you should contact us on 01525-404950 Your comment or complaint can be either verbal or in writing at this stage.

If you wish to put your complaint in writing please address it to:

The Registered Manager
Crystal Lemon Care Ltd
13 Church Street
Ampthill
Bedfordshire
MK45 2ZH

Tel: 01525 404 950
Fax: 01525-404998

info@crystallemoncareltd.co.uk

If you wish you may ask an advocate friend carer or relative to write your complaint for you. If you are not able to make the complaint yourself and you do not have anyone who can act on your behalf the company will find appoint an Independent Advocate who can act on your behalf.

Once a written complaint has been received it may take a little time to investigate and you will receive acknowledgment within 5 working days advising you of the steps we have taken or intend to take.

If there is no immediate solution and after investigation will write to you within three weeks with details of our findings and any action we have taken and proposals to resolve your complaint.

If after this stage you are still unhappy and feel that your complaint has not been resolved to your satisfaction we will forward the details of your complaint the outcome of the investigation and any actions to local authority and the CQC.

All complaints verbal or written will be recorded and centrally monitored by the company until a satisfactory outcome has been achieved.

This document and or any investigations or recommendations made in connection with it do not in any way affect your rights at law and the company is committed to ensuring that you are not victimised as a consequence of making a comment or complaint.

Where serious allegations suggest a criminal offence may have been committed the police and safeguarding authorities will be informed as a matter of urgency.

If a person has been particularly pleased about any aspect of our service, we really would really like to hear from you as it is always helpful to know so we can share this with the workforce in order for us to do it more often and so we can thank our staff.

It is the over-riding objective of Crystal Lemon Care, to strive to ensure that compliments outweigh complaints. Crystal Lemon Care welcomes any suggestions to further improve its services.