1. Our commitment
Prime Community Support Services CIC, Company No. 17432310, welcomes feedback and takes complaints seriously. A person will not be treated unfairly for making a complaint in good faith.
2. How to complain
Complaints can be emailed to info@primecss.org.uk. If language, disability, digital exclusion or another access need makes this difficult, tell us and we will try to provide a reasonable alternative. Please include:
- Your name and preferred contact details.
- What happened and when.
- Who was involved, if known.
- What you would like us to do.
- Any documents that may help.
3. Response times
We aim to acknowledge a complaint within 5 working days and provide a full response within 20 working days. If more time is needed, we will explain why and provide an updated timescale.
4. Investigation and outcomes
Complaints are reviewed fairly and, where practicable, by someone not directly responsible for the issue. Outcomes may include an explanation, apology, correction, practical remedy, service improvement, refund where appropriate, learning, or a decision that the complaint is not upheld.
5. Review or escalation
If dissatisfied, a complainant may request an internal review within 20 working days of our response. Where an external regulator, commissioner, funder, ombudsman or other body has jurisdiction, we will identify a relevant escalation route where appropriate.
6. Serious concerns and records
Safeguarding allegations, fraud, discrimination, data breaches or criminal conduct may require a separate procedure or referral. We keep proportionate complaint records and use learning to improve services.