Concerns or complaints

How to

Complain

Whilst we always aim to offer as pleasant and straightforward an experience as possible, we appreciate that you may not always be happy with the service you receive at or around your assessment.

If you decide to raise a complaint, please rest assured it will be taken seriously, investigated in full, and you will receive a quick and effective response. We will aim to remedy your concerns and highlight any improvements we can make to the service we deliver.

Bluecrest are committed to providing a good quality of service to our customers and we welcome feedback as it helps us develop and improve our services.

Blue phone handset with cord on blue background

Making a

complaint

We take all complaints and concerns seriously, and customer feedback helps us improve our services in the future. If you're sending an email, please include as much information as possible so that we can investigate your concern as quickly and efficiently as possible. If you wish to make a complaint, please email or call us using the contact details below.

Alternatively, you can raise your complaint by post at:

Bluecrest Wellness, Ridgeworth House, 5/9 Liverpool Gardens, Worthing, BN11 1RY

Our

Response

We aim to acknowledge all complaints within 5 working days, after which your complaint will be assigned to one of our dedicated Team Members who may contact you for additional information. Following a thorough investigation, they will provide a resolution within 10 working days of the complaint being raised.

Your complaint may be escalated to one of our Team Leaders or our Customer Experience Officer. It’s our promise to keep you informed of the status of your complaint and we will notify you as soon as an outcome is established.

Care Quality

Commission

If you are unhappy with the resolution or outcome of a complaint you have the right to refer our decision to the Care Quality Commission. Whilst they are not able to complain on your behalf, they may refer your complaint back to us for review.

All complaints and concerns will be investigated and reviewed regardless of any previous action. We may refer to previous investigations, including resolutions already offered, to form part of this process.