Complaints & Concerns
Raise a concern about a profile, introduction, payment, training evidence or platform experience.
HBS takes concerns seriously. If you are worried about a carer profile, introduction, platform payment, training evidence, conduct or off-platform request, you can raise a concern through HBS.
Immediate risk or emergency?
If someone is in immediate danger or at risk of serious harm, call 999. For urgent safeguarding concerns, contact the relevant local authority safeguarding team or NHS service. You can also notify HBS so we can review platform access or profile visibility where appropriate.
What you can raise with HBS
- Safeguarding concern
- Conduct concern
- Inaccurate profile
- Off-platform request
- Payment dispute
- Training evidence concern
- Communication issue
- Introduction issue
What HBS can do
- Review the concern
- Ask for more information
- Review related profiles or records
- Pause a carer profile while reviewing
- Restrict platform access where appropriate
- Review payment records or approved hours
- Record an outcome
- Signpost urgent safeguarding routes
What HBS cannot do
- Replace emergency services
- Replace statutory safeguarding bodies
- Supervise ongoing care
- Clinically investigate care delivery
- Act as the employer of independent carers
- Guarantee outcomes between family and carer
How the process works
- Submit your concern
- HBS reviews the information
- HBS may ask for more details
- HBS may pause profile/access where appropriate
- HBS records an outcome
- You receive an update
HBS is an introductory, verification and platform support service. HBS does not directly provide regulated personal care services. HBS is not an emergency service. If someone is at immediate risk of harm, contact emergency services or the appropriate safeguarding authority first.