Feedback and Complaints

We want concerns raised early and handled fairly.

Complaints, concerns, compliments and suggestions help us understand what is working and where we need to improve. Raising a concern should not affect the care or support a person receives.

How to raise a complaint

You can contact NCRYSTAL Health by emailing info@ncrystalhealth.co.uk. Please include enough information for us to understand what happened, who was involved, what outcome you are seeking and how you would like us to contact you.

What we will do

• Acknowledge the concern and identify who will handle it.
• Review relevant records and speak with the people involved where appropriate.
• Keep the complainant informed if the matter is complex or takes longer to investigate.
• Provide a clear response explaining findings, actions and any learning identified.
• Record and review complaint themes so they contribute to service improvement.

Safeguarding or immediate danger

If the issue suggests abuse, neglect or immediate risk, safeguarding procedures take priority. Call 999 where someone is in immediate danger.

If you remain dissatisfied

Depending on how care is arranged or funded, you may also have the right to raise the matter with the relevant local authority, commissioner or an appropriate ombudsman. The Care Quality Commission welcomes information about regulated services and uses it to inform oversight, but it does not normally resolve individual complaints on a person’s behalf.

Website information reviewed: August 2026