Complaints Policy & Procedure
We take all complaints seriously and are committed to resolving concerns fairly, promptly, and professionally.
Have a complaint to raise?
Contact our team at complaints@find-carers.co.uk or submit through your account dashboard. We acknowledge all complaints within 2 working days.
1. Our Commitment
FindCarers (operated by Brandso Ltd) is committed to providing a high-quality service to all users — both families and care providers. We recognise that things can sometimes go wrong, and when they do, we want to hear from you so we can put them right.
We treat every complaint seriously, investigate it fairly and impartially, and work to resolve it as quickly as possible. We use complaints as an opportunity to learn and improve our service.
2. What You Can Complain About
You can raise a complaint with FindCarers about:
- The conduct or behaviour of a care provider listed on our platform
- Our own staff or customer service team
- Our platform, website functionality, or technical issues
- Inaccurate or misleading listing information
- Billing or subscription disputes
- Data privacy concerns or GDPR-related matters
- Our policies, procedures, or decisions
Please note: FindCarers is a directory platform — we connect families with care providers but are not the employer or direct provider of care. For complaints about the quality of care received, your primary recourse is with the care provider directly, and in serious cases, with the Care Quality Commission (CQC) or relevant regulatory body.
3. How to Make a Complaint
Step 1 — Contact Us Directly
In the first instance, please contact our team: Email: complaints@find-carers.co.uk | Dashboard: Log in → Settings → Report an Issue | Post: FindCarers Complaints Team, Brandso Ltd, United Kingdom. Please include your name, account email, the nature of your complaint, relevant dates, and any supporting evidence.
Step 2 — Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. Your complaint will be assigned a reference number and a named case handler.
Step 3 — Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing your account history, contacting the care provider or third party involved, and reviewing any evidence submitted.
Step 4 — Resolution
We aim to provide a full written response within 10 working days. In complex cases this may extend to 20 working days — we will inform you if this is the case.
4. Escalation
If you are not satisfied with our initial response, you may request a review by a senior member of our team within 14 days of receiving our response. We will provide a final decision within 10 working days of your escalation request.
5. External Escalation
If you remain dissatisfied after exhausting our internal complaints process, you may escalate to:
- Information Commissioner's Office (ICO) — for data protection complaints: ico.org.uk
- Care Quality Commission (CQC) — for regulated care services: cqc.org.uk
- Citizens Advice — for general consumer disputes: citizensadvice.org.uk
6. Confidentiality
All complaints are treated in strict confidence. Information about your complaint will only be shared with those who need to know in order to investigate and resolve it. Where a complaint is about a specific care provider, we may need to inform them of the nature of the concern — but we will do so in a way that protects your personal information as far as reasonably possible.
7. Safeguarding Concerns
If your complaint involves a safeguarding concern — for example, risk of harm or abuse to a vulnerable person or child — please contact the relevant local authority safeguarding team and/or the police immediately. You can also notify us simultaneously at safeguarding@find-carers.co.uk.
8. Monitoring & Learning
We regularly review all complaints to identify patterns and systemic issues. This information is used to improve our platform, policies, and service quality. We publish an annual summary of complaint volumes and outcomes.
9. Contact Us
Complaints: complaints@find-carers.co.uk
Safeguarding: safeguarding@find-carers.co.uk
General: hello@find-carers.co.uk