0208 804 5088 info@primavera-care.com Serving Enfield & surrounding areas · CQC registered since 2017
Complaints procedure

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)
What happens next
  1. Acknowledged within 3 working days with your reference
  2. Investigated by our Quality Management Representative
  3. Full written response within 28 days
  4. Follow-up review to check you are satisfied with the outcome
Not satisfied with our response?

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.

PRIMAVERA DOMICILIARY CARE SERVICES LTD
COMPLAINT FORM

COMPLAINANT:   ()

Contact:

Complaint made to:   Date:   Time:

Next-of-kin / Carer notified:   Complaint Reference:

A: DESCRIPTION OF COMPLAINT:

DESIRED OUTCOME:

B: ACTION TAKEN: (office use)

Signature ______________________________ (Quality Management Representative)   Date: ______________

C: FOLLOW UP REVIEW: (office use)

1. Verification of effectiveness of action taken:

Signature ______________________________ Date: ______________

2. Review with complainant / next of kin to ensure service user satisfaction:

Signature ______________________________ Date: ______________

D: COMPLAINT SIGN OFF: (office use)

Signature ______________________________ (Quality Management Representative)   Date: ______________