At Ummah Care Limited, we are committed to providing a trusted, respectful and professional platform. We value feedback and take complaints seriously, using them as an opportunity to improve our services and maintain confidence in our platform.
This Complaints Procedure explains how you can raise a complaint and how we will handle it.
Effective date
22 August 2026
Company number
17397258
Registered office
71–75 Shelton Street, Covent Garden, London WC2H 9JQ
This Complaints Procedure applies to services provided by:
Ummah Care Limited
Company Number: 17397258
Registered Office: 71–75 Shelton Street Covent Garden London United Kingdom WC2H 9JQ
Email: info@ummahcare.com
2. Purpose of This Procedure
Our complaints process aims to:
Provide a clear and accessible way to raise concerns.
Ensure complaints are handled fairly and consistently.
Investigate concerns appropriately.
Resolve issues where possible.
Improve the quality of our platform and services.
3. What You Can Complain About
You may submit a complaint regarding matters such as:
Information published on our website.
A practitioner or organisation listing.
Verification status or verification process.
Incorrect or misleading information.
Website functionality or technical issues.
Customer service.
Accessibility concerns.
User conduct on our platform.
Suspected fraudulent or misleading listings.
Breaches of our policies or Terms of Use.
4. What We Cannot Investigate
Ummah Care is not responsible for the professional services provided by independent practitioners or organisations listed on our platform.
We generally cannot investigate or determine:
Clinical decisions.
Therapy outcomes.
Medical treatment.
Professional negligence.
Professional misconduct regulated by external bodies.
Contractual disputes between users and practitioners.
Fee disputes between users and practitioners.
If your complaint relates to the professional conduct of a regulated practitioner, you should also consider contacting the relevant professional regulator or registration body.
5. How to Make a Complaint
Complaints should be submitted by email to:
info@ummahcare.com
Please include as much information as possible, including:
Your name.
Your contact details.
The nature of your complaint.
The name of the practitioner or organisation (if applicable).
Relevant dates.
Any supporting evidence, such as screenshots or correspondence.
The outcome you are seeking.
Providing complete information will help us investigate your complaint more efficiently.
6. Anonymous Complaints
We may accept anonymous complaints where appropriate. However, anonymous complaints may limit our ability to investigate or provide updates.
7. Our Complaints Process
Once we receive your complaint, we will:
Step 1 – Acknowledgement
We aim to acknowledge receipt of your complaint within five (5) working days.
Step 2 – Assessment
We will review the information provided and determine:
Whether the matter falls within our remit.
Whether additional information is required.
Whether immediate action is necessary to protect users.
Step 3 – Investigation
Where appropriate, we may:
Review relevant website content or listings.
Contact the practitioner or organisation concerned.
Review supporting documentation.
Assess compliance with our policies.
Seek clarification from the complainant.
Investigations will be proportionate to the nature and seriousness of the complaint.
Step 4 – Outcome
Once our investigation is complete, we will inform you of the outcome where appropriate. Possible outcomes may include:
No further action.
Correction of inaccurate information.
Removal or amendment of website content.
Temporary suspension of a listing.
Permanent removal of a practitioner or organisation from the platform.
Referral to another appropriate organisation or regulator.
Improvements to our policies or procedures.
8. Response Times
Although response times may vary depending on the complexity of the complaint, we aim to:
Acknowledge complaints within five (5) working days.
Provide a substantive response within twenty (20) working days where reasonably practicable.
Complex cases may take longer, particularly where additional enquiries are required. If this happens, we will keep you informed of progress where appropriate.
9. Practitioner Complaints
If a complaint concerns a practitioner listed on Ummah Care, we may:
Review the complaint against our platform policies.
Contact the practitioner for their response.
Request supporting evidence.
Review verification records where relevant.
Take action where our policies have been breached.
Our investigation relates only to the practitioner’s use of the Ummah Care platform. It does not replace investigations carried out by professional regulators, employers or statutory authorities.
10. Misleading Listings
If we determine that a listing contains materially false, misleading or inaccurate information, we may:
Request corrections.
Remove inaccurate content.
Suspend the listing pending review.
Remove the listing permanently.
Withdraw verification status where applicable.
11. Safeguarding Concerns
If your complaint involves:
A child at risk.
A vulnerable adult.
Abuse or neglect.
Criminal behaviour.
Immediate safety concerns.
Please refer to our Safeguarding & Reporting Policy.
If someone is in immediate danger, contact the appropriate emergency services without delay.
12. False or Malicious Complaints
We encourage genuine complaints made in good faith. Knowingly submitting false, malicious or vexatious complaints may result in:
Restrictions on your use of the platform.
Suspension of your account.
Removal of content.
Legal action where appropriate.
This does not apply where concerns are raised honestly but cannot ultimately be substantiated.
13. Confidentiality
Complaints will be handled with appropriate confidentiality. Information will only be shared where necessary to:
Investigate the complaint.
Protect users.
Comply with legal obligations.
Cooperate with regulatory or law enforcement authorities.
14. Continuous Improvement
We regularly review complaints to help us:
Improve our platform.
Strengthen our verification processes.
Update our policies.
Enhance user safety.
Improve customer experience.
Feedback helps us maintain the quality and integrity of Ummah Care.
15. Changes to This Procedure
We may update this Complaints Procedure from time to time.
The latest version will always be published on our website with the updated effective date.
16. Contact Us
If you wish to make a complaint or have any questions about this Complaints Procedure, please contact: