Safeguarding & complaints

If someone is in immediate danger, call 999. To report suspected abuse or neglect of an adult in Bromley, contact Bromley Adult Social Care directly. Please tell us as well so we can suspend any accounts involved, but never delay an emergency call to do so.

Before a profile goes live we check the carer's identity, an enhanced DBS certificate, any care qualifications they claim, and public liability insurance where they hold it. Profiles stay unpublished until an administrator has approved them, and we unpublish a profile if documents expire or a serious concern is raised.

Email bromleycareconnect@outlook.com with the booking date, who was involved and what happened. You can also open a dispute on the booking from your dashboard, which flags it to our team straight away.

You can raise a concern anonymously, though it may limit how far we can investigate. We will not tell the person you have complained about anything you ask us to keep confidential, unless we are legally required to.

We acknowledge every concern within one working day. Where there is a risk to someone's safety, we suspend the account involved immediately while we look into it. We aim to complete an investigation and write to you with the outcome within ten working days, and we will tell you if it will take longer.

Outcomes can include coaching, a warning, removal from the platform, a full or partial refund, and a referral to the local authority safeguarding team, the police or the DBS barring service where appropriate.

For issues that are not safeguarding — a late visit, a billing error, a profile problem — email us and we will respond within five working days. If you are unhappy with our answer, reply asking for it to be escalated and it will be reviewed by the platform owner.

Bromley Care Connect introduces self-employed carers to clients; it is not a Care Quality Commission registered care provider and does not manage or supervise the delivery of personal care. If you need regulated, managed care, speak to your GP or Bromley Adult Social Care about a registered agency.