Customer Care Policy

Emma Merriman aims to meet your needs with efficiency, effectiveness, fairness and courtesy by:

  • providing a friendly service, showing respect and sensitivity
  • treating you fairly – demonstrating our commitment to equality and diversity
  • recognising and responding to your particular needs
  • dealing with your requests and enquiries accurately, promptly and efficiently
  • respecting your confidentiality
  • offering an explanation if we can’t answer your request /enquiry
  • making effective use of IT services
  • establishing service standards and monitoring performance
  • continuing to develop expertise and skills
  • welcoming your feedback

Emma Merriman has a comprehensive customer and complaint procedure and aims to ensure the matter is resolved to the satisfaction of all parties.

If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact Emma Merriman using the details below. Emma Merriman will respond to your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.


Emma Merriman will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of her clients.


Emma Merriman will return all phone calls and emails received from clients within 72 working hours. Where unable to meet this agreement, she will inform you of this as soon as possible and agree a new deadline. When unavailable for over 72 hours Emma Merriman will provide alternative contact details via answer machine announcements or out of office responses.


As part of a commitment to upholding professional standards, Emma Merriman will review her policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all clients.


Emma Merriman Rehabilitation seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Director, Emma Merriman in the first instance, where they will be acknowledged.

Access to Information

We comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us is fully accessible to that person or body for review or editing by contacting the Director, Emma Merriman.

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.

How to Contact Us

Emma Merriman – Director
Emma Merriman Rehabilitation
Cardoness Cottage
Back Lane
Chapel Allerton
BS26 2PG

T: 01934 712 100