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Complaints Policy

Primary PPA Cover aims to provide high-quality services that meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are unhappy in any capacity with your provision, please refer to your SLA which provides clear instruction and a procedure that will be followed.

If you are unhappy with a member of staff from Head Office, please advise them directly if appropriate. If inappropriate then please raise this in writing to the staff member's superior (please see below)

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with the response given or wish to raise the matter more formally, please write to Rachel Stapleford if you are a school and Leah Moore if you are a current, previous or future employee at

All written complaints will be logged. You will receive a written acknowledgment within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Wednesday, February 19, 2020


We are holding a CPD course at our Head Office in Ashby De La Zouch in March - please follow this link for booking and pricing information.