Complaints Procedure
We are committed to providing the highest standard of care. If you are unhappy with any aspect of our service, we want to hear from you so we can put it right.
Our Commitment to You
At Primrose Ever Care, we treat every complaint seriously and with the respect it deserves. We will always:
- Acknowledge your complaint promptly
- Investigate fully, fairly and impartially
- Keep you informed throughout the process
- Provide a clear written response with our findings
- Use complaints as an opportunity to learn and improve
- Treat you with courtesy and without prejudice at every stage
How to Make a Complaint
Raise Your Concern Informally
In the first instance, we encourage you to raise your concern directly with your care manager or the member of staff involved. Many concerns can be resolved quickly and informally at this stage.
Aim: resolved within 2 working daysSubmit a Formal Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint, please contact us in writing by email or post, or by calling us directly. Please include your name, contact details, the nature of your complaint, and any relevant dates.
Acknowledgement: within 2 working days of receiptInvestigation
Your complaint will be investigated thoroughly and impartially by a senior member of the Primrose Ever Care team. We may need to contact you for further information during this process. You will be kept informed of progress.
Full response: within 20 working daysResolution & Response
Once the investigation is complete, we will provide you with a full written response detailing our findings, any actions taken, and any changes we will make as a result of your complaint. We take all feedback seriously as an opportunity to improve.
Written response provided with outcomeIf You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, or if you feel your complaint has not been handled appropriately, you have the right to escalate your concern to an external body.
Care Quality Commission (CQC)
The CQC is the independent regulator of health and social care in England. You can contact them to raise a concern about a regulated care provider.
- Website: cqc.org.uk/give-feedback-on-care
- Phone: 03000 616161
Kent County Council Adult Safeguarding Team
If your concern involves a safeguarding matter or potential abuse or neglect, you can contact the Kent County Council Adult Safeguarding Team directly.
- Phone: 03000 41 61 61
- Emergency (out of hours): 03000 41 91 91
- Website: kent.gov.uk
Confidentiality
All complaints are handled in strict confidence. Information will only be shared with those who need to know in order to investigate and respond to your complaint. Making a complaint will not affect the care you or your loved one receives.
All information provided during the complaints process will be managed in accordance with the UK GDPR and the Data Protection Act 2018. Please see our Privacy Policy for further details.