Last Updated: 7 August 2026
At Respite-Care.co.uk, we are committed to providing a professional, transparent and trustworthy directory that helps individuals and families find respite care services across the UK.
We value all feedback and take complaints seriously. If you are unhappy with any aspect of our website or the service we provide, we encourage you to let us know so that we can investigate and improve where necessary.
Respite-Care.co.uk is an online directory and information platform. We do not provide care services ourselves, employ carers, or manage the day-to-day operations of any care provider listed on our website.
Where a complaint relates to the quality of care, safeguarding, staff conduct, fees, contracts or services delivered by a care provider, the complaint should normally be made directly to that provider using their own complaints procedure.
If appropriate, we may remove or review listings where concerns suggest they no longer meet our directory standards.
We welcome complaints regarding:
Incorrect or misleading information published on our website.
Issues with a business listing.
Technical problems with the website.
Advertising or sponsored listings.
Customer service received from the Respite-Care.co.uk team.
Concerns regarding compliance with our listing standards.
Any other issue relating to the operation of Respite-Care.co.uk.
If your complaint concerns the care you or a loved one has received, please contact the care provider directly in the first instance.
If you believe a provider is operating unsafely, unlawfully or is misrepresenting themselves on our directory, we encourage you to notify us. Whilst we cannot investigate care delivery, we can review whether the provider remains suitable for inclusion within our directory.
Where appropriate, you may also wish to contact the relevant regulator or local authority.
Please include as much information as possible, including:
Your name.
Your contact details.
The nature of your complaint.
The name of the care provider (if applicable).
Dates and relevant information.
Any supporting documents or screenshots.
Complaints can be submitted by email using the contact details on our Contact Us page.
Once we receive your complaint:
We will acknowledge receipt within 2 working days.
We will review the information provided.
We may contact you if additional information is required.
We will investigate matters that fall within our responsibility.
We aim to provide a full written response within 10 working days.
If additional time is required due to the complexity of the complaint, we will keep you informed of our progress.
Following our investigation we may:
Correct inaccurate information.
Request further information from a listed provider.
Temporarily suspend or permanently remove a listing.
Explain why no further action is appropriate.
Implement improvements to our processes or website.
As we are not a care provider, we cannot:
Investigate allegations of abuse or neglect.
Resolve disputes over care fees or contracts.
Make decisions about care delivery.
Act as an ombudsman between individuals and care providers.
These matters should be directed to the relevant care provider and, where necessary, the appropriate regulatory or safeguarding authority.
We reserve the right not to investigate complaints that are:
Malicious or abusive.
Repetitive without new evidence.
Frivolous or clearly unfounded.
Intended to harass individuals or organisations.
All complaints will be handled confidentially and in accordance with applicable UK data protection legislation. Information will only be shared where necessary to investigate the complaint or where required by law.
Every complaint is viewed as an opportunity to improve our directory, services and user experience. We regularly review feedback to ensure Respite-Care.co.uk remains a trusted resource for individuals seeking respite care.