Emerald Interserv Limited is committed to ensuring that those who use its services are readily able to access information about how to make a complaint, and that issues raised are dealt with promptly and fairly.
First Point of Contact
Registered Manager
Emerald Interserv Limited
Suite 2, Marstons Mill, Portcullis Lane,
Ludlow, Shropshire, SY8 1PZ
Contact our Registered Manager using the details below. Please provide as much information as possible, including dates, names, and the nature of your concern.
We will acknowledge receipt of your complaint within three working days and confirm who will be investigating the matter on behalf of Emerald Interserv Limited.
Your complaint will be investigated promptly and fairly, with a full review of the circumstances, involving relevant staff and, where appropriate, the host NHS organisation.
You will receive a written response outlining our findings and any actions taken. We aim to resolve all complaints within 28 working days of acknowledgement.
If you remain dissatisfied with our response, you may escalate your complaint to the Care Quality Commission or the Parliamentary and Health Service Ombudsman, who act independently of Emerald Interserv Limited.
Independent Escalation
You may also contact the Care Quality Commission (CQC) at any stage. The CQC monitors how registered providers comply with essential standards of quality and safety, and can be contacted via their national customer service centre. For unresolved matters, the Parliamentary and Health Service Ombudsman provides independent final-stage review of NHS-related complaints.