Draft for professional review - this text must be reviewed by a qualified UK solicitor (and, for VAT, an accountant) before it is relied on.
You can complain about the platform, a member, or how we handled something through the in-app complaint form or by emailing client@barileon.com.
We acknowledge complaints within 3 working days and aim to respond in full within 20 working days. If you are unhappy with our response, you can ask for a review by a director.
Complaints about the support provided by an independent worker should be raised with the worker first; we will review any complaint that suggests a breach of our terms or a safeguarding risk. Safeguarding concerns must be reported through the safeguarding report, not the complaint form.
Barileon Connect is an introductory platform linking families with independent support workers, who agree arrangements directly with clients. Barileon Limited is not currently registered with the CQC and does not provide or supervise support. Only non-regulated services are available - no personal care.