Step 1: tell us what happened
Email support@crowneducare.co.uk with “Complaint” in the subject line, or write to 30 Chalk Road, Erith, Bexley, London DA8 1FU. Include your name, how we can contact you, what happened, when it happened and what resolution you are seeking. Do not send unnecessary sensitive documents.
Step 2: acknowledgement and review
We aim to acknowledge a complaint within five working days. A person able to review the matter will consider relevant records and may ask you for clarification. We aim to provide a written outcome within 20 working days; if more time is reasonably needed, we will explain why and give an updated timeframe.
Step 3: ask for a further review
If you believe important information was missed, reply within 14 days and explain the specific point you want reviewed. Where possible, a different person will conduct the review and provide a final response.
Other routes
This procedure does not prevent you from exercising legal rights. A privacy complaint can also be raised with the Information Commissioner's Office. Admissions and provider-service complaints should normally follow the responsible institution's procedure.