01 / Policy

Complaints policy

Version 2026-09 · Last updated 29 September 2026

How to complain

• In the app: open the booking and choose Report a problem, or go to Help & safety.
• By email: hello@ubuntucare.uk, or through our contact form.

What happens next

1. Acknowledge — within 48 hours, with a reference number.
2. Investigate — within 7 days, speaking to everyone involved.
3. Resolve — we’ll explain what we found and what we’re doing about it.

Possible outcomes

Mediation between family and caregiver, a full or partial refund, a warning, or suspension or removal of an account. Safeguarding concerns follow our safeguarding policy.

If you’re still unhappy

Ask for your complaint to be reviewed by a director. For data protection complaints you can contact the ICO.