Complaints Policy

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Prime Eldercare Complaints Policy

Purpose & Scope

At Prime Eldercare, we are committed to providing the highest level of support for families and carers using our platform. We value feedback—whether positive or constructive—and continuously strive to improve the care experience for everyone involved. If you have concerns about any aspect of our service, we encourage you to share them with us so we can take appropriate action and make necessary improvements.

How to Make a Complaint

If you have a complaint or concern, you can contact us in writing through any of the following
methods:

Email:

complaints@carelio.co.uk

By Post:

Prime Eldercare Complaints Department, (Prime Eldercare HQ 3rd Floor, 86-90 Paul Street, London, EC2A 4NE)

All complaints will be handled with care, confidentiality, and a commitment to finding a resolution.

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Step 1:

Acknowledgment & Initial Review

  • Once we receive your complaint, we will acknowledge receipt as soon as possible.
  • Your complaint will be reviewed by our Customer Support & Quality Assurance Team to assess the situation.

Step 2:

Investigation & Response

  • Our team will aim to provide an initial response within three weeks.
  • During this period, we may contact you to gather further information or clarification.

Step 3:

Escalation & Final Review

  • If you are unsatisfied with the initial response, you can escalate your complaint to our Senior Governance Team for further review.
  • We will provide a final response within two additional weeks after escalation.

Complaints Log & Continuous Improvement

Complaints Log & Continuous Improvement

  • All complaints are recorded and monitored to ensure service quality improvements.
  • Our internal governance team reviews feedback regularly to refine our processes and uphold our high standards of care

We encourage open communication and transparency—your feedback helps us build a better, more supportive care experience.

Need Immediate Assistance?

If your concern is urgent, please call us directly 

0333 038 7717
Email

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