1. Introduction

Welcome to Crownwise Homes. These Terms and Conditions ("Terms") govern your use of our services, including care provision, as outlined in our Complaints, Suggestions, and Compliments Policy and Procedure. By engaging with our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

Crownwise Homes is operated by CROWNWISE LIMITED, located at 2 Streatham Common South, London, SW16 3BT. Contact us at 02086792364 or via email at [insert email if available].

2. Purpose and Scope

Our services aim to provide effective care while complying with relevant legislation, including but not limited to:

• The Care Act 2014
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
• Human Rights Act 1998
• The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
• Mental Capacity Act 2005
• Mental Capacity Act Code of Practice
• Data Protection Act 2018
• UK GDPR
• Compensation Act 2006
• Equality Act 2010

These Terms apply to all Service Users, staff, families, advocates, and stakeholders interacting with Crownwise Homes.

3. Services Provided

We provide care services to improve the quality of Service Users' experiences. We ensure an effective system for managing complaints, suggestions, and compliments to foster continuous improvement.

Services are provided without discrimination based on age, gender, disability, race, religion, sexual orientation, or other protected characteristics under the Equality Act 2010.

4. User Obligations

As a Service User or representative, you agree to:

• Provide accurate information about your needs and preferences.
• Treat our staff with respect and courtesy.
• Notify us promptly of any changes in your circumstances.
• Comply with agreed care plans and policies.

5. Complaints, Suggestions, and Compliments Procedure

We value feedback and handle complaints in a fair, transparent manner. Complaints can be made verbally, in writing, or electronically.

5.1 Raising a Complaint

Complaints should be submitted within 12 months of the incident. We may waive this limit if reasonable.

1. Staff will attempt to resolve immediately.
2. Apologize and explain the process.
3. Report to senior staff and log the complaint.
4. Acknowledge within 3 working days.
5. Investigate and respond within 28 days.
6. Provide a summary, findings, and actions.

5.2 Appeals and Unresolved Complaints

If unsatisfied, appeal internally. If still unresolved, contact:

• Care Quality Commission (CQC): 03000 616161
• Local Government and Social Care Ombudsman: 0300 061 0614
• Parliamentary and Health Service Ombudsman: 0345 0154033
• Local Authority Complaints Team: 020 7926 9694

5.3 Suggestions and Compliments

We welcome suggestions and compliments to improve our services. These will be logged, shared, and used for quality assurance.

5.4 Vexatious Complaints

We may classify repetitive or harassing complaints as vexatious after review, while still considering them fairly.

6. Data Protection and Confidentiality

We comply with the Data Protection Act 2018 and UK GDPR. Personal information is handled confidentially and used only for providing care services.

7. Liability

We are not liable for losses beyond our control. Our liability is limited to the extent permitted by law. We maintain insurance as required.

8. Changes to Terms

We may update these Terms. Continued use of services constitutes acceptance of changes.

9. Governing Law

These Terms are governed by the laws of England and Wales.

10. Contact Us

For questions, contact the Registered Manager at Crownwise Homes, 2 Streatham Common South, London, SW16 3BT, or call 02086792364.