If something isn't right, tell us
We take every complaint seriously. Complaints go directly to our Quality Management Representative, are acknowledged within 3 working days, and receive a full written response within 28 days. Making a complaint will never affect the care you receive.
Read the full complaints procedure (PDF)Raise a complaint with us
Speak to our Quality Management Representative directly, or send us the details and we'll acknowledge it within 3 working days.
You can also email info@primavera-care.com, or write to us at Units 43-47 & 49, 26-28 Queensway, Ponders End, Enfield EN3 4SA. Prefer paper? and post it to that address.
- Acknowledged within 3 working days with your reference
- Investigated by our Quality Management Representative
- Full written response within 28 days
- Follow-up review to check you are satisfied with the outcome
You can escalate to the Local Government and Social Care Ombudsman (0300 061 0614), and you can tell the CQC about your experience at any time. If your care is council-funded you can also contact your local council's adult social care team.