Complaints & Escalation

Our Commitment

CareChecked is committed to providing a fair, transparent, and responsive complaints process. We take all complaints seriously and aim to resolve them as quickly and fairly as possible. This policy applies to all users of the Platform, including families, care providers, and other stakeholders.

What You Can Complain About

You may raise a complaint about:

• The conduct or accuracy of information provided by a care provider listed on CareChecked
• The conduct of a family or other user on the Platform
• The CareChecked verification process or a decision made during verification
• Billing, subscription, or payment issues
• Data protection or privacy concerns
• The behaviour of CareChecked staff
• Any other matter relating to the Platform or its services

How to Raise a Complaint

Step 1: Contact Us

In the first instance, please contact our support team by emailing complaints@carechecked.co.uk or by using the “Report” feature within the Platform. Please include as much detail as possible, including dates, names, and any supporting evidence.

Step 2: Acknowledgement

We will acknowledge your complaint within 2 working days and assign it to a member of our complaints team. You will receive a reference number for tracking purposes.

Step 3: Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing relevant records, contacting the parties involved, and consulting internal or external experts. We aim to complete our investigation within 10 working days. If we need more time, we will let you know and explain why.

Step 4: Resolution

Once our investigation is complete, we will write to you with our findings and any actions we intend to take. Actions may include:

• An apology and explanation
• Corrective action (e.g., updating provider records, issuing refunds)
• Disciplinary action against a user (e.g., warning, suspension, or removal from the Platform)
• Changes to our processes or policies to prevent similar issues

Escalation

Internal Escalation

If you are not satisfied with the outcome of your complaint, you may request an internal review by a senior member of the CareChecked leadership team. Please email escalations@carechecked.co.uk with your complaint reference number and the reasons for your dissatisfaction. We will conduct an independent review and respond within 10 working days.

External Escalation

If you remain dissatisfied after the internal escalation process, you may refer your complaint to the following external bodies as appropriate:

• Information Commissioner's Office (ICO): For complaints relating to data protection or privacy. Visit ico.org.uk or call 0303 123 1113.
• Trading Standards: For complaints about unfair trading practices. Contact your local Trading Standards office via Citizens Advice (citizensadvice.org.uk).
• Care Quality Commission (CQC): For concerns about the quality or safety of regulated care services. Note that CareChecked is a marketplace and not a regulated care provider; however, if your concern relates to a CQC-registered agency listed on our platform, the CQC may be able to assist.

Safeguarding Concerns

If you have an immediate safeguarding concern about a vulnerable adult or child, please contact the relevant local authority safeguarding team or call the police on 999 in an emergency. You may also report the concern to us at safeguarding@carechecked.co.uk and we will take appropriate action on the Platform.

Recording and Learning

All complaints are recorded in our internal systems and reviewed regularly by our leadership team. We use complaint data to identify trends, improve our processes, and enhance the safety and quality of the Platform.

Contact

Complaints Team: complaints@carechecked.co.uk

Escalations: escalations@carechecked.co.uk

Safeguarding: safeguarding@carechecked.co.uk