Add a listing
    Add a listing

    Complaints Policy and Procedure

    Effective Date: 24 June 2025

    Brandso Ltd (Company No. 15970239), and its affiliated entities, Find Carers (find-carers.co.uk), PolicyBase, CareBridge Academy, and Brandso Studios (collectively the “Brandso Group”), aim to provide high-quality services. However, if you have any concerns or are dissatisfied with any aspect of our services, this policy outlines how to raise a complaint and how we will handle it.

    Scope

    This Complaints Policy applies to all clients, carers, students, and visitors who use any Brandso Group service, including:

    • Find Carers
      (care matching, subscriptions, platform features)
    • PolicyBase
      (compliance checks, insurance services)
    • CareBridge Academy
      (training courses, certifications)
    • Brandso Studios
      (branding, web development, marketing services)

    Definitions

    • Complaint:
      Any expression of dissatisfaction, whether justified or not, about any aspect of our services.
    • Complainant:
      The person or organisation making the complaint.
    • Business Day:
      Any day other than a Saturday, Sunday, or public holiday in England.

    Principles

    1. Accessibility:
      We ensure our complaints procedure is simple and accessible to all.
    2. Fairness:
      Complaints are handled impartially and without bias.
    3. Transparency:
      We communicate clearly about the process and expected timescales.
    4. Responsiveness:
      We acknowledge and address complaints promptly.
    5. Learning & Improvement:
      We use feedback to continually improve our services.

    How to Make a Complaint

    You can lodge a complaint via any of the following channels:

    1. Email: Send details to complaints@brandso.co.uk.
    2. Telephone: Call 0333 335 5919 (select option 2 for complaints).
    3. Post: Write to:

    Data Protection & Complaints Officer
    Brandso Ltd
    6 Orion Drive
    Nottingham
    NG8 4EJ

    Please include:

      • Your name and contact details
      • Nature of the complaint and relevant dates
      • Any supporting evidence or documentation
      • Desired resolution or outcome

    Escalation to External Bodies

    If our final decision does not resolve your complaint, you may refer it to an independent body:

      • For CareBridge Academy training matters: Office of the Independent Adjudicator (OIA) – www.oiahe.org.uk
      • For insurance/compliance matters: Financial Ombudsman Service (FOS) – www.financial-ombudsman.org.uk
      • For data protection issues: Information Commissioner’s Office (ICO) – www.ico.org.uk

    Record Keeping

    • All complaints and related documentation shall be recorded and retained for at least 7 years.
    • We maintain confidentiality of personal data in line with our Privacy Policy and GDPR requirements.

    Review of this Policy

    We review this policy annually or sooner if required by regulatory changes or significant service changes.

    Contact Us

    Data Protection & Complaints Officer
    Brandso Ltd (Company No. 15970239)
    6 Orion Drive, Nottingham, NG8 4EJ
    Email: complaints@brandso.co.uk
    Phone: 0333 335 5919