What if I need to make a complaint?

At Prima, we always strive to do the best for our customers. So if you’re not 100% happy with our service, we’d love to help you resolve the issue. And rest assured that we’ll use your feedback to keep improving the way we do things. 

Making a complaint

To make sure that your complaint is handled quickly and efficiently, please either:

• Talk to us on live chat or call 020 3318 9745
• Email help@helloprima.co.uk 
• Write to Complaints Manager, Prima, Alto Building, 30 Stamford Street, London, SE1 9LS

How long the process might take

Once we’ve got your complaint, we’ll get back to you within five working days. 

You should receive a complaint acknowledgement letter, that:

• Sums up your complaint 
• Introduces the team member who will help resolve your complaint
• Indicates when you should expect a final response

We fully investigate every complaint and get back to you in writing as quickly as possible. If your complaint is complex in nature, please allow up to eight weeks.

If we can’t send you a final response within eight weeks, we’ll write to you explaining why and when you can expect to hear from us. 
 

The Financial Ombudsman Service

If you aren't happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). 

This service is free of charge. But any complaints must be made within six months of the date of you received your final response from us. 

You can find further information about the FOS at www.financial ombudsman.org.uk. Alternatively, contact them at:

The Financial Ombudsman Service 

Exchange Tower 

London 

E14 9SR 

Tel: 0800 023 4 567

Our complaints performance report

Firm name: Prima Subsidiary Ltd

Period covered in this report: 1st January - 30th June 2026