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Complaints and Cancellations

Prime Health Partners recognises that there will be times when service users, their families or carers, team members and others are dissatisfied with aspects of the care and services provided. Prime Health Partners is committed to dealing with any issues that may arise as quickly and effectively as possible. 

All concerns and complaints will be treated seriously and investigated promptly ensuring that all lessons learned from feedback are used as a means of improving the quality of care and services provided.  

Prime Health Partners will ensure that the complaints procedure is fair and accessible to all. Prime Health Partners are committed to ensuring that no one is prevented from highlighting concerns or complaints. 


How to Submit Feedback/Complaint 

Compliments and concerns can be given verbally or in writing to any team member or submitted to the Registered Manager. 

The Company Lead for compliments and complaints is Mrs Vasanti Khimani ([email protected]

We hope that we can sort most problems out easily and quickly, often at the time they arise, and with the person concerned. Where we are not able to resolve your complaint in this way and you wish to make a formal complaint, please do so as soon as possible; within 12 months of the incident that caused the problem or within 12 months of discovering a problem.  

Formal Complaints must be submitted in writing (via email or letter) to the Company Lead for complaints or the Care Quality Commission Registered Manager (or a Managing Director if the complaint relates to the Registered Manager). This is to ensure clarity of the full and specific details of the complaint. Where the complainant is unable to submit a complaint in writing, they should raise the complaint with the Company Lead for complaints Registered Manager, who will then record the complaint. 


Complaints Management Process 

Once a complaint has been received, it will be formally acknowledged within 3 working days of receipt.  

The Registered Manager will then either investigate the complaint fully themselves or nominate a ‘Lead Investigator’. If a ‘Lead Investigator’ has been nominated, you will be informed of the name and contact details of the nominated person. 

You should ordinarily receive a written response within 20 working days from the date of receipt. If agreed timescales cannot be met, the lead investigator will inform you of the reason for the delay and new timescales will be mutually agreed upon.  

We will make sure you receive an apology or explanation if this is appropriate and take steps to make sure any problem does not arise again by identifying learning issues and any necessary changes to procedures. Where errors have occurred, we will explain these fully and state what will be done to put these right and prevent repetition. 

If, after receiving the formal response, you are not happy with the outcome, you may write to the Leadership Team to request an internal appeal be conducted by an independent (non-biased) individual within the business. 


Independent Review 

Once a complaint has been fully dealt with by Prime Health Partners, if you remain unsatisfied with the outcome of the internal appeal, you can refer the complaint to the Local Government Ombudsman. 

Local Government Ombudsman
PO Box 4771 
CV4 0EH 

Tel: 0300 061 0614 

Independent Sector Complaints Adjudication Service (ISCAS). 

Details are available at Complaints process – ISCAS (  

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