Prime Years Care Agency Limited is committed to providing a high standard of care and service. If you are dissatisfied with any aspect of our service, we encourage you to tell us. We take complaints seriously and use them to help us put things right, learn from concerns and continually improve our services.
How to make a complaint
A complaint can be made verbally or in writing. You can raise a complaint with a member of staff, contact the Registered Manager directly, or use the contact details below.
Complaints can be made by service users, or by someone acting on their behalf where appropriate.
Registered Manager Contact
Registered Manager: Debbie Charlesworth
Organisation: Prime Years Care Agency Limited
Address: Creswell Suite, Sheepbridge Business Centre, 655 Sheffield Road, Chesterfield S41 9ED
Email: debbie@primeyearscareagency.com
Office Phone: 01246 380721
What happens when you complain?
We aim to deal with concerns promptly and fairly. Where possible, concerns raised with staff will be addressed at the earliest opportunity and escalated to management where a formal investigation is required.
We aim to acknowledge all formal complaints within three working days of receipt.
We normally complete the investigation and provide a written outcome within 28 days.
If more time is needed, we will explain the reason for the delay and keep you informed throughout.
Investigation and outcome
Complaints are investigated fairly and impartially by someone with the appropriate knowledge, experience, and seniority. We consider relevant records, evidence and the accounts of those involved.
Following an investigation, you will receive a response explaining the findings and outcome. Where a complaint is upheld or shortcomings are identified, we will consider appropriate action, provide an apology where appropriate and identify any learning or improvements required.
If you are not satisfied
If you remain dissatisfied with the outcome, you can ask for the matter to be reviewed or seek support from the appropriate external body. We will provide information about relevant escalation routes and support you to access further assistance where appropriate.
External organisations
Depending on the nature of the complaint, you may also contact:
- The Care Quality Commission (CQC): To share concerns about the quality or safety of a regulated care service (www.cqc.org.uk).
- The Local Government and Social Care Ombudsman (LGSCO): For independent resolution of complaints relating to adult social care, where applicable (www.lgo.org.uk).
- The relevant Local Authority: Where care is commissioned or funded by the local authority social services department.
Safeguarding concerns
If a complaint raises concerns about abuse, neglect, or a risk of harm, we will take immediate action in line with our Safeguarding Policy and Procedures and make any necessary referrals or notifications to the relevant local safeguarding authority and the CQC.
Your rights
You have the right to raise a complaint without fear of your care or service being adversely affected. We will treat you with dignity, respect and confidentiality throughout the complaints process and make reasonable adjustments or provide alternative communication methods where required.
Learning and improvement
Complaints are reviewed regularly to identify themes, learning and opportunities to improve the quality and safety of our services. Where appropriate, learning is shared with staff while protecting confidentiality.
Our full Complaints Policy
This web page provides an extract from our full Complaints Policy and Procedure. The full policy contains further information about responsibilities, investigation arrangements, record keeping, escalation, safeguarding, complaints from representatives, anonymous complaints, and quality assurance.