Complaints

Here’s what we’ll do if you have a complaint.

Any complaint you make will be considered very important, and, no matter what it is about, will always be recorded and dealt with promptly as a matter to be taken seriously.

PRIME sees complaints as a positive opportunity to look at itself and how it works, as well as being a proper means for your concerns to be openly addressed

You can make your complaint to PRIME in two main ways:

1. As an informal complaint

You might make a complaint informally as a comment to a member of PRIME’s staff because you do not want to make a formal complaint. Please do not feel embarrassed about raising an issue. Matters raised in this way will be treated seriously. If we have got something wrong, then we want to put it right. All PRIME’s staff are required to take action quickly – within 24 hours if at all possible.

Most complaints of this type can be resolved very quickly through discussion or through the provision of additional information. Others may need to be taken through the formal complaints procedure outlined below.

We do ask staff to tell their line manager about any complaints. This helps us at PRIME to realise that we can do things better. This will help everyone.

2. As a formal complaint

You have every right to make a formal complaint if you wish to do so, but please note that we will make every effort to resolve any complaints informally unless they are considered by the chief executive as serious. If an informal complaint about PRIME has not been resolved within five working days, or if you have a complaint that you would prefer not to treat informally, you can make a formal complaint. Here is how to do it:

• You should write to the Chief Executive at:

The Chief Executive
PRIME
Astral House
1268 London Road
London 
SW16  4ER

Please mark the envelope “CONFIDENTIAL”. That means the chief executive will open it and no-one else.

Please explain your complaint in detail. The chief executive will write back to you or email you within two days of receiving the complaint to say it has been received and the day on which it was received.

• The chief executive will take the lead in fully investigating the complaint.

• A written or emailed response, including proposed action to be taken, will then be sent to you within 10 days of receiving your complaint.

• If your complaint is not resolved, or if you are complaining about the chief executive, you can write to the Chair of PRIME at:
  

The Chair
PRIME
Windsor House
1268 London Road
London 
SW16 4ER

Please mark your letter CONFIDENTIAL. The letter will be forwarded on to the Chair of PRIME, who is not based in PRIME. The Chair will respond in writing within 10 working days of receiving your letter saying what action is proposed in response to your complaint.