What if I need to make a complaint?

We’re committed to you

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, 71-73 Carter Lane, London, EC4V 5EQ

How long the process might take

Once we’ve got your complaint, we’ll aim to 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 to hear back from us by

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.


The Financial Ombudsman Service

Should you wish, 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 this communication. 

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

The Financial Ombudsman Service 

Exchange Tower 


E14 9SR 

Tel: 0800 023 4 567

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We’re online between 9am and 6pm, Monday to Saturday.


We’re online between 9am and 6pm, Monday to Saturday.