Complaints & Compliments

PRIME CARE & DOMESTIC SERVICES LIMITED defines a complaint as any expression of dissatisfaction that requires a response. This may be communicated verbally, electronically, or in writing. In addition, service users, family members, or advocates may raise concerns on behalf of an individual, with consent or when acting in their best interests.

We take all complaints seriously. Therefore, we act promptly to put things right when issues arise. At the same time, we use feedback to learn, improve, and reduce the risk of the same issue happening again.

Furthermore, we follow all relevant legislation, national guidance, regulations, and recognised best practice when managing complaints and suggestions. We apply a clear and consistent approach to ensure fairness and effective resolution.

Where staff raise concerns, we manage these through the appropriate internal processes. For example, we handle individual concerns through the grievance procedure, while we address protected disclosures through our whistleblowing policy.

PRIME CARE & DOMESTIC SERVICES LIMITED promotes a complaints and compliments process that is fair, transparent, and inclusive. In particular, we ensure that no individual experiences discrimination, either directly or indirectly, based on:

• Age

• Gender identity (including transsexual/transgender status)

• Marriage or civil partnership

• Pregnancy or maternity

• Disability

• Race, including colour, nationality, ethnic or national origin

• Religion or belief (or lack of belief)

• Sex

• Sexual orientation

We encourage people to raise concerns openly. Above all, we ensure that individuals feel safe to complain without fear of reprisal. We treat every complaint with courtesy, respect, and compassion.

Finally, we provide information on how to raise a complaint in a way that people can easily understand. We follow the Accessible Information Standard and offer information in formats that meet each service user’s communication needs.