I'm sorry you have had this bad experience, to clarify, you mean crisis team? Or the charity crisis?
If it's the crisis team have you been told about
PALS? They are people who can help you in a situation like this and offer advice including if you wanted to make a complaint. I have had personal experience with making a complaint and sorting out the circumstances. I found it was very helpful to have an advocate.
Please correct me if i have misunderstood your post x