Six layers of safety, on every shift.
You’re inviting someone into your home — or trusting them with someone you love. We take that seriously. Here’s exactly what we do, what we don’t, and how we hold ourselves accountable.
Identity verification
Every caregiver completes ID + selfie verification before they can be matched. We re-verify identity yearly and after any significant profile change.
Background checks
UK caregivers complete an Enhanced DBS through uCheck (with Children's and/or Adults' Barred List as appropriate). US caregivers complete a Checkr screening covering national criminal database, county records (7+ years), and SSN trace. Specific check level depends on the role.
Live shift tracking
When a shift starts, both family and caregiver see real-time location during the booking window. Pings are recorded every 15 seconds. Tracking automatically ends 15 minutes after the scheduled end and location data is purged 30 days later.
Escrow payments
Payment is authorised when you book, captured at the start of the shift, and released to the caregiver only after the shift completes plus a 24-hour dispute window. If something goes wrong, your money stays put.
In-app SOS
An SOS button is one tap away during any active shift. SOS pages our 24/7 trust & safety team, captures a location snapshot, and — at your option — alerts your designated emergency contact.
Two-way reviews
Both family and caregiver review each other after every shift. Patterns of complaint trigger automated review and, where warranted, suspension pending investigation.
Insurance — the honest version
Caregivers on SpecialCarer are independent contractors, not SpecialCarer employees. That keeps the platform open and rates competitive, but it means insurance works differently than with a traditional agency.
United Kingdom
Caregivers are independent contractors and required to confirm they hold or are exempt from public liability cover. SpecialCarer Limited holds marketplace operator insurance covering platform-level negligence and a backstop for loss-of-property and bodily-injury claims up to limits set out in our T&Cs.
United States
Caregivers operate as independent contractors on a state-by-state basis. We carry commercial general liability cover for marketplace operations. Caregivers are responsible for any state-specific licensing and cover for their work category (e.g. CNA / HHA).
Coverage limits and exclusions are detailed in our Terms of Service. If clarity matters for your situation, ask us before booking.
What we don’t do
Being clear about our limits is part of being trustworthy.
- We are not a regulated care agency. SpecialCarer is a marketplace that introduces families to independent caregivers. We are not registered with CQC (UK) or equivalent state regulators (US). For CQC-regulated personal care, choose a registered provider.
- We are not an emergency service. Dial 999 (UK) or 911 (US) for medical, fire, or police emergencies. Use in-app SOS for active-shift incidents.
- We don’t guarantee perfection. Background checks, training, and reviews dramatically reduce risk — they don’t eliminate it. We commit to acting fast, transparently, and on the side of the family or caregiver who raises a concern.
Reporting a safety concern
If you feel unsafe during an active shift, use the in-app SOS button or call emergency services first. For non-emergency safety concerns, contact us directly:
- Trust & safety: safety@specialcarer.com
- Booking disputes / refunds: disputes@specialcarer.com
- Safeguarding (UK): We work with local-authority safeguarding teams when concerns about children or vulnerable adults are raised. Reports of abuse are referred immediately and we cooperate fully with any safeguarding enquiry.