Safeguarding & Complaints

Last updated: 7 September 2026

This policy applies to ibcare.co.uk and the services provided under the iB Care brand by RAYBIC LIMITED, a company registered in England (Company No. 16461518), whose registered office is 121 Burney Drive, Eagle Farm South, Milton Keynes, England, MK17 7BT ("iB Care", "we", "us", "our").

iB Care supplies care professionals to services that support some of the most vulnerable people in our communities. Safeguarding is everyone's responsibility, and we take it extremely seriously. This page sets out our safeguarding commitment and how to raise a concern or make a complaint.

1. Our safeguarding commitment

We are committed to protecting the health, wellbeing and human rights of adults and children at risk, and to enabling them to live free from harm, abuse and neglect. We work in line with the Care Act 2014 and relevant safeguarding guidance.

2. How we reduce risk

• Enhanced DBS checks and thorough vetting before any placement;
• Mandatory safeguarding training for the care professionals we supply, kept up to date;
• Clear expectations that our staff report concerns immediately;
• Secure handling of the sensitive records involved in compliance.

3. Raising a safeguarding concern

If you believe someone is at immediate risk of harm, call 999 without delay. To raise a non-emergency safeguarding concern with us, contact us using the details below and we will act promptly. Serious concerns are escalated to the relevant local authority adult or children's safeguarding team, and to the police or regulators where appropriate. Care professionals and clients can raise concerns without fear of penalty.

4. Our complaints procedure

We want to know if something has gone wrong so we can put it right and improve. If you are unhappy with any aspect of our service:

• Step 1 — Tell us. Contact us by email or phone (details below) with what happened and how you would like it resolved. We will acknowledge your complaint within three working days.
• Step 2 — Investigation. We will look into it fairly and aim to give you a full response within 20 working days. If we need longer, we will keep you informed.
• Step 3 — Review. If you are not satisfied with our response, you can ask for it to be reviewed by a senior manager.

Where a complaint relates to regulated care delivered by a client provider, we will work with that provider, who may have their own complaints process and regulatory obligations.

5. Data protection concerns

For concerns about how we handle personal data, see our Privacy Policy. You may also contact the Information Commissioner's Office (ico.org.uk).

Contact us

For any question about this policy, or to exercise your rights, contact us:

• Email: hello@ibcare.co.uk
• Phone: +44 121 816 2255
• Post: Data Protection, RAYBIC LIMITED (t/a iB Care), 121 Burney Drive, Eagle Farm South, Milton Keynes, England, MK17 7BT