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    Client FAQ

    Welcome to the Find Carers Client FAQ. Here you’ll find answers to common questions about using our platform, from registration through booking, payments, support, and more.

    General Questions/Getting Started & Registration

    Find Carers is a 360° care marketplace by Brandso Ltd, connecting verified independent carers and care agencies with clients across the UK. We integrate compliance (PolicyBase), training (CareBridge Academy), and branding & marketing (Brandso Studios)

    Every carer and provider on our platform undergoes ID, DBS, and background checks via PolicyBase, complete mandatory training via CareBridge Academy, and benefits from marketing support by Brandso Studios. Our all-in-one model centralises vetting, training, insurance, bookings, and payments.

    Individuals, families, and organisations looking for home care, live-in care, nursing support, children’s care, or respite services. We cater to both private clients and agencies seeking staff.

    Click Register at the top right, choose Client, and complete the form with your name, email, phone number, and care requirements. Verify your email to activate your account.

    Registration is free. You only pay for bookings, subscriptions (if you choose a premium plan), and any optional add-ons like enhanced matching.

    Basic contact details, care preferences (type, location, schedule), and payment method for bookings. You can also upload documents (e.g., GP letters, care plans) via your dashboard.

    Searching & Matching Carers/Booking & Payments

    Use the search bar to filter by:

    — Care type (adult, children’s, specialist)
    — Location (postcode, town, or region)
    — Availability (dates, live‑in, hourly)
    — Qualifications & languages

    Our proprietary algorithm ranks carers by proximity, qualifications, availability, client reviews, and service history. You can sort and refine results manually as well.

    A green tick badge indicates the carer or agency has passed our full verification process (DBS, ID, training, insurance).

    Click Book Now on the chosen profile, select dates/times, review the quote, and confirm. You’ll receive a booking confirmation and invoice via email.

    Credit/debit cards and Direct Debit via our PCI‑compliant gateway. For agencies, we offer invoice billing on approved credit terms.

    Your payment method is charged when you confirm a booking. For live‑in care, we require a 20% deposit upon booking, with the remainder due 7 days before service start.

    Yes—go to My Bookings. Cancellations made at least 48 hours before receive a full refund. Less than 48 hours incur a 50% fee. Rescheduling is free if done 24+ hours in advance.

    Yes. Our Premium Client Subscription offers:

    — Priority matching

    — Discounted hourly rates

    — Dedicated account manager

    — Access to exclusive carers

    Plans are billed monthly or annually and can be cancelled anytime; no long‑term commitment.

    After the Service/Managing Your Account

    After each booking, you’ll receive an email prompt to rate the carer and leave a review. You can also submit feedback via My Reviews in your dashboard.

    Contact our 24/7 support team via live chat, email (support@find-carers.co.uk), or phone (0333 335 5919). For formal complaints, see our Complaints Policy.

    Go to My Account → Profile to edit personal details, care requirements, and notification settings.

    Visit My Account → Billing to add, remove, or update credit card or Direct Debit information.

    If you wish to delete your account, contact support. We’ll process data deletion per our Privacy Policy and GDPR requirements.

    Privacy & Security/Technical Support

    Yes. We adhere to GDPR and use industry‑standard encryption (TLS) for data in transit and at rest. See our Privacy Policy for details.

    Only to deliver services (PolicyBase for compliance, CareBridge Academy for training). We never sell your personal data. See Section 5 of our Privacy Policy.

    Clear your browser cache, try a different browser, or contact tech support via support@brandso.co.uk with details and screenshots.

    Coming soon! Meanwhile, our responsive website works seamlessly on mobile and tablet devices.

    Cookie Settings/Further Assistance

    You can manage cookie preferences via the banner on first visit or through Cookie Settings in the website footer. Blocking necessary cookies may limit functionality.

    If your question isn’t covered here, please reach out to our support team:

    — Email: support@find-carers.co.uk

    — Phone: 0333 335 5919

    — Live Chat: Available via the website

    Thank you for choosing Find Carers. We’re here to make your care journey as seamless and secure as possible!