Privacy & Complaints Policy

Privacy Policy

Your privacy is very important to us here at The Crescent. We ask that you read this Privacy Policy carefully as it provides information on us (The Crescent & Co Yorkshire CIC. Registered Community Interest Company Number: 13560089) it outlines why and how we gather, use, share and keep your personal information.

The Crescent and who we are

The Crescent & Co Yorkshire CIC. Registered Community Interest Company Number: 13560089 may need to use & store certain personal information about you. If We do need to store this information, we are responsible for this information under the Data Protection laws.

Information we gather, use, share & keep

The personal data we gather from you may vary in relation to your query, we can gather your information through the following routes

Via telephone enquiry
Website/ Email enquiry
Face to face meeting
Website usage information from cookies.

Personal information we could gather:

Name
Address
Date of birth
Medical Records
Next of Kin
Contact details
Email Address
Information regarding your inquiry

How we Gather your personal information

We gather your personal information through the following : email, phone, social media, in person, through our website, external websites/apps and referrals.

How & why, we may use & keep your Personal data

Under Date Protection Laws, we can only store & use your personal data if we have a valid reason to

We use your personal information:

If you have a care package in place with us or have enquired about a care package
If you are wanting to apply for a care, volunteer or well-being professional role
If you have been referred by a member of the public, family or friend as part of our Pay Forward scheme we may keep certain personal data
If your child attends our HAF holiday camps, we may hold yours and your Child’s personal data

We use your personal data for a few different reasons these include:

Providing you a service
Employing you to provide the service
Taking you on board as a volunteer

We share your personal information with

Social Workers
Medical Professionals
Court of law
Next of Kin/ Power of attorney (where necessary)

Sharing this data with his external parties allows us to sign post you to other services and provide you with more resources and help. The receiver of your personal information will be bound to keep the information shared confidential and this information will only be shared with them if we believe it is necessary.

Does your information need to be provided to us?

For us to help or carry out care services, we must gather all the required personal information, if you do not wish to provide the personal information we require, we would not be able to provide the service you would want.

How is your personal data stored?

We store information both physically and electronically in our secure computer and filing systems, we may also store some personal information via email and third-party apps.

How long do we keep your personal data for?

We must hold your personal data for a minimum of 6 years from the date you are no longer a service user, this is set out by the CQC and therefore we must follow this.

Why we can gather and use your personal data

By agreeing to this privacy policy, you give us the permission to gather your personal information, so that we can provide our services to you, without gathering this information we cannot provide these services, therefore is a requirement.

Your rights

In relation to the data protection laws these are some of the rights you are entitled to regarding your personal information:

Fair processing of information and transparency over how we use your personal information.
Access to your personal information and to certain other supplementary information that this privacy Notice is already designed to address
Require us to correct any mistakes in your information which we hold
Require the erasure of personal information concerning you in certain situations.
Receive the personal information concerning you which you have provided to us, in a structured, commonly used, and machine-readable format and have the right to transmit such data to a third party in certain situations
Object at any time to processing of personal information concerning you for direct marketing
Object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you.
Object in certain other situations to our continued processing of your personal information
Otherwise restrict our processing of your personal information in certain circumstances
Claim compensation for damages caused by our breach of any Data Protection Laws

For further information on each of those rights, including the circumstances in which they apply, see the guidance from the UK Information Commissioner’s Office (ICO) on individual’s rights on the website for the Information Commissioner’s Office.

If you would like to exercise any of those rights, please:

E-mail, call or write to the Data Protection Officer, at the e-mail address complaints@qisuk.org; by calling 0800 357 9150 or by writing to; Compliance, Quality Insolvency Services Ltd, 191-195, Chaddock Lane, Worsley, Manchester, England, M28 1DW.
Let us have enough information to identify you (your name and address)
Let us have proof of your identity (Photo ID of your passport or driving licence with separate recent utility bill)
Let us know the information to which your request relates

Keeping your personal information secure

We have relevant procedures in place to prevent your personal information from being accidently lost or used or accessed in an unauthorised way. We only share your personal information with people who have a genuine need to know it. We try to limit the number of people who will handle your personal information as much as possible to an authorised, these authorised people are bound to keep all personal information confidential.

There are procedures in place which we follow should we suspect a breach of confidentially in relation to your data. We will notify you of any breach where we are legally required to.

Cookies

We do use cookies like most other sites. These cookies allow our site to operate. Other cookies we use help us to improve the site content by showing us how you use our site

Our site uses cookies to track individual users’ activity on our site. This does not track or record personal information that could be used to identify you. All browsers can be set not to accept cookies within their privacy settings.

How to raise a complaint

We hope our main office can resolve any query or concern you raise about our use of your personal information 01924 444929

Data Protection law also gives you the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner http://ico.org.uk/concerns/ or telephone 0303 123 1113.

Changes to this Privacy Notice

This Privacy Policy was updated on 18 January 2022

This Privacy Policy may alter as we update it to comply with current laws and legal requirements. The version published on our website is the Privacy Policy, which is most updated, so please make sure you check this often to make sure you are happy with any changes made to this policy from the time you may have provided us information. If you are not happy with any changes, please find details below of how to contact us.

How To Contact Us

Please contact our Main Office if you have any queries about this Privacy Policy or the information, we keep about you.

If you wish to contact our Main office; please send an e-mail to enquiries.thecrescent@the-crescent.co.uk ; write to our office details can be found on our website or call 01924 444 929

Compliments and Complaints Policy

The Crescent & Co CIC believes that if a Service User or customer wishes to make a complaint or register a concern, they should find it easy to do so. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services.

This policy is intended to ensure that complaints are dealt with properly and that all complaints and comments by Service Users and their relatives, carer’s and advocates are taken seriously. The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not part of our disciplinary policy.

Our aim is to ensure that our complaint procedure is properly and effectively implemented and that Everyone concerned feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Complaints Procedure

For oral and written complaints, the following process is followed:

In the first instance complaints should be referred to the General manager
The complaint will be detailed within our complaints form.
The complaint is reviewed and acknowledged within 7 working days.
An investigation will be carried out.
A solution is sought and agreed at this stage where possible. If a resolution cannot be agreed the complaint is then referred to The CEO & Founder
All complaints are responded to in writing by The Crescent within 28 days of being made.
Following this the complaint form records measures to prevent reoccurrence of the situation.
The Crescent Complaint code is given to every complaint received and recorded within

Oral complaints

All oral complaints will be taken seriously.
Front line team members who receive an oral complaint will seek to solve the problem immediately.
If the team member cannot solve the problem immediately, they will follow the Complaints procedure detailed above.

After talking the problem through, team member or general manager dealing with the complaint will suggest a course of action to resolve the complaint. If this course of action is acceptable then the team member should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting or by letter.) The complaint and action taken to resolve the compliant shall be detailed within the complaints form.

If the suggested plan of action is not acceptable to the complainant, then the General manager or CEO should ask the complainant to put their complaint in writing to The Crescent & Co CIC and refer it to the CEO.

In both cases the details of the complaint and action taken to resolve the complaint shall be recorded.

40 Station Road, Batley, WF17 5SU,

Investigation of the written complaint by The Crescent

Immediately on receipt of the complaint The Crescent should launch an investigation. The Crescent should be in a position to provide a full explanation to the complainant; either in writing or by arranging a meeting with the individuals concerned within 28 working days.

If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays.

Meeting

If a meeting is arranged the complainant should be advised that they may if they wish to bring a friend or relative or a representative such as an advocate.

At the meeting a detailed explanation of the results of the investigation should be given and also an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability)

Follow-up Action

After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant.

The outcomes of the investigation and the meeting should be recorded in the Complaint Form and any shortcomings in organisation procedures should be identified and acted upon.

The Crescent will discuss complaints and their outcomes at a formal business meeting and the Crescent’s complaints procedure should be audited by the Directors on a regular basis

Privacy Policy & Complaints Policy