These Terms and Conditions apply to Services supplied by Complete Communication Services LTD, trading as Complete Communication. Additional service specific terms, funding rules, quotations, booking confirmations, Service Level Agreements, equipment terms or written agreements may also apply. Where another company within The Inclusivity Group supplies a separate service, that company remains responsible for its own service and contractual terms.
In these Terms:
References to a service include the agreed preparation, administration and delivery reasonably required for that service. Headings are for convenience and do not affect interpretation.
Complete Communication Services LTD is registered in England and Wales under company number 11998695. Our business address is Unit 10A, Burrington Business Park, Burrington Way, Plymouth, PL5 3LX.
Our general contact email is contactus@completecommsltd.com. Our normal office hours are Monday to Friday, 09:00 to 17:00, excluding bank and public holidays.
Complete Communication is part of The Inclusivity Group and provides communication, accessibility, education, employment and live event access services across the United Kingdom and, where agreed, elsewhere.
An enquiry, website submission or request for a quotation does not by itself create a binding contract. A contract is formed when CC accepts the booking or order in writing, or when the Client accepts our quotation or booking confirmation and we confirm the Services, whichever occurs first.
The Client is responsible for providing accurate information about the booking, Service User, location, dates, times, access requirements, funding, invoicing details and any other information reasonably required to allocate the correct service.
A quotation is based on the information available when it is issued. Material changes to the scope, duration, location, number of Service Users, technical requirements or other booking details may require a revised quotation.
CC provides a broad range of communication and accessibility Services. Depending on the booking, these may include:
The exact Services to be provided are those set out in the applicable quotation, booking confirmation, funding authorisation, SLA or other written agreement. Not every service listed above is available for every booking or location.
Complete Communication is responsible for allocating Communication Professionals and other team members to bookings. We will take reasonable account of the Service User’s communication preferences, experience, continuity, specialist knowledge, location and the requirements of the assignment. A Client or Service User may express a preference for a particular professional, but we cannot guarantee the availability of a named individual unless this has been expressly agreed in writing.
Where professional standards, assignment intensity, duration, complexity, safety, preparation requirements or working conditions require more than one professional, CC may determine the appropriate team size. We will discuss material staffing implications with the Client wherever reasonably practicable.
We will work hard to maintain continuity. If an allocated professional becomes unavailable because of sickness, emergency or another operational reason, our office team will provide as much notice as reasonably possible and make reasonable efforts to arrange a suitably skilled replacement.
Prices are confirmed in the applicable quotation, booking confirmation, rate agreement, funding arrangement or SLA. Unless expressly stated otherwise, quoted prices are exclusive of VAT where VAT is legally chargeable.
Travel, mileage, parking, tolls, accommodation, subsistence, admission, equipment, courier charges and other reasonable booking expenses may be charged where stated in the quotation or agreed in connection with the Services. Unsociable hours, weekends, public holidays, extended working days and work outside the originally agreed hours may attract additional charges where agreed.
If a booking overruns or the Client requests additional work, additional professional time and associated expenses may be charged at the applicable agreed rate.
Some Services and Communication Professionals are subject to minimum booking periods, minimum charges or minimum call out periods. Where these apply, they will be stated in the quotation, rate agreement, booking confirmation, funding arrangement or SLA. A booking ending earlier than the agreed minimum period does not reduce the minimum charge unless Complete Communication agrees otherwise in writing.
Unless another payment arrangement has been agreed, invoices are payable within 30 days of the invoice date. Payments must be made via BACS, unless otherwise agreed in writing prior to the booking commencing. The Client must provide accurate invoicing information and any purchase order or authorisation required by its organisation. Failure by the Client to obtain its own internal purchase order does not remove liability for an otherwise validly authorised booking.
Where an invoice remains unpaid after its due date, the outstanding amount will be treated as overdue. Complete Communication reserves the right, where legally applicable, to charge statutory interest from the date payment became overdue until payment is received in full, together with any applicable fixed compensation and reasonable debt recovery costs. For qualifying commercial debts, statutory interest is currently calculated at 8% above the applicable Bank of England reference rate.
Complete Communication may issue payment reminders and take reasonable steps to recover overdue sums, including referring the debt for formal recovery or legal action where necessary. The Client will remain responsible for any interest, compensation and recovery costs that Complete Communication is legally entitled to recover.
Where an invoice is genuinely disputed, the Client must notify Complete Communication promptly in writing, explaining the reason for the dispute. Any undisputed part of the invoice remains payable by the original due date.
Complete Communication may suspend or decline further non-essential Services or new bookings where undisputed invoices remain overdue, following reasonable written notice and subject to any safeguarding, funding, education or contractual requirements that require another process.
All queries relating to finance must be sent via email, to finance@completecommsltd.com. Invoices or finance related queries cannot be made over the phone or via our general bookings team.
Complete Communication may use its electronic Customer Relationship Management (CRM) System, currently The Hive, or another approved system to manage bookings, Service User information, timesheets, session records and supporting documentation.
Where a Service User, Client or authorised representative is required to approve a timesheet or session record, it must be reviewed promptly and should normally be approved within 48 hours. Approval confirms that the recorded date, time, duration and service are accurate. An inaccurate record should not be approved and should instead be raised with our office team promptly for review.
Clients and Service Users must not knowingly approve support that did not take place or inaccurate hours. Complete Communication will not knowingly submit an invoice or funding claim for support that was not delivered, except where a valid cancellation, minimum booking, preparation or other contractual charge applies.
Where a Service User cannot reasonably use The Hive because of disability, accessibility requirements, digital exclusion or another reasonable reason, we will provide an appropriate alternative method where practicable. Repeated failure to approve required evidence may delay claims or invoicing and, where permitted, may result in support being suspended until the issue is resolved.
Unless a different service specific term, funding arrangement, SLA or written agreement applies, the standard cancellation terms for Communication Services are:
Cancellation notice must be provided in writing. Notice is treated as received during our normal office hours. A cancellation sent outside those hours is treated as received when the office next opens. Reasonable nonrefundable expenses and third-party costs already incurred in connection with the booking remain payable where applicable.
These standard cancellation terms do not apply to Events where cancellation, postponement and rescheduling are governed by an applicable SLA, nor do they override mandatory Funding Body rules or statutory consumer rights.
9.1 Consumer statutory cancellation rights
The cancellation periods and charges in section 9 remain Complete Communication’s standard Communication Services cancellation terms and are not changed by this section. Where a client contracts as a consumer and mandatory consumer law gives that Client a statutory right to cancel a distance or off premises service contract, that statutory right applies in addition to these Terms and takes precedence to the extent required by law.
Where a consumer expressly asks Complete Communication to begin providing Services during a statutory cancellation period, Complete Communication may require the request and any acknowledgement required by law to be recorded in writing. If the consumer subsequently exercises a statutory cancellation right after performance has begun, the consumer may be required to pay for Services supplied up to cancellation where the law permits. Where the Service has been fully performed following the consumer’s express request and the legally required acknowledgement has been obtained, the statutory cancellation right may cease in accordance with applicable law.
Where Services are funded through Disabled Students’ Allowance or another education funding arrangement, the student or relevant party must provide accurate and current funding confirmation and promptly tell Complete Communication about changes to their course, institution, eligibility, approved support, approved rate, dates or funding conditions.
Complete Communication will use the applicable funding authorisation to establish the support arrangement and may provide access to Hive or another portal for bookings, documents and session approvals. Required timesheets or equivalent evidence should normally be approved within 48 hours.
Missed session and cancellation funding rules differ between Funding Bodies and may change. Where the Funding Body funds an eligible missed session, the applicable funding rules will be followed. Where it does not, the student may only be personally responsible where this has been clearly agreed and is legally recoverable. A funding award does not guarantee that every cost incurred will be paid by the Funding Body.
Where a DSA funded booking is for BSL/English Interpreting or another Communication Service, the cancellation terms applicable to that service and the relevant Funding Body rules will apply. For BSL/English Interpreting, unless a different Funding Body rule or written agreement applies, then the following cancellation terms apply:
Other DSA support may be subject to missed session rules set by the relevant Funding Body.
Students must notify Complete Communication in writing as soon as possible if they cannot attend. Where a Funding Body permits a limited number of funded missed sessions, eligibility remains subject to that Funding Body’s current rules and the reason and evidence required by it. Complete Communication cannot guarantee that a Funding Body will pay for a missed or cancelled session.
Where Services are funded wholly or partly through Access to Work, the Client or Service User must provide the relevant award information and promptly notify CC of changes to approved hours, rates, support type, employment, employer contribution, award dates or other material funding conditions.
Complete Communication is a service provider and does not determine Access to Work eligibility, award values, reimbursement decisions or payment timescales. The Department for Work and Pensions remains responsible for its funding decisions.
Support outside the scope, dates, hours or rates of an award must be agreed in advance. The Client, Service User and employer must provide or approve information reasonably required for valid claims. CC is not responsible for a funding refusal caused by inaccurate, incomplete or late information supplied by another party.
The applicable cancellation arrangements will be those stated in the booking confirmation, award related agreement or other written terms. Where no different arrangement applies, the standard Communication Services cancellation terms in section 9 apply.
Unless a different written arrangement applies to the particular Access to Work package, Communication Services cancelled within the following cancellation terms:
Funding or reimbursement by Access to Work does not remove the Client’s responsibility for a valid charge where the relevant award does not meet it and responsibility for that charge has been properly agreed.
Where Complete Communication provides invoices, timesheets or supporting documents for an Access to Work claim, the Service User, employer or other responsible party must check and submit or approve them within the timescale required by the Department for Work and Pensions. Complete Communication is not responsible for delayed or refused reimbursement caused by another party’s late submission, inaccurate information or failure to follow the claim process.
Diagnostic assessments provided or arranged by Complete Communication LTD are intended to identify and provide an indication of an individual’s needs, barriers and potential areas requiring further support. They do not constitute a clinical or medical diagnosis. Where a formal clinical or medical diagnosis is required, the individual should seek appropriate advice and assessment from a suitably qualified healthcare or medical professional.
Where Complete Communication arranges a diagnostic assessment, the Client or Service User must provide information reasonably requested by the assessor and attend at the agreed time. Assessments may be delivered remotely or face to face where offered.
The assessment and report reflect the assessor’s professional opinion based on the information and evidence available at the time. Complete Communication does not guarantee that a Funding Body, employer, education provider or other third party will accept a report, award funding or implement a particular recommendation.
Where a diagnostic assessment is undertaken by an independent suitably qualified assessor, professional responsibility for the assessment conclusions remains with that assessor to the extent required by law and their professional obligations.
The Client or Service User must tell Complete Communication or the assessor in advance about accessibility, communication or adjustment requirements relevant to the assessment. If an assessment cannot proceed because required information has not been provided, the individual does not attend, or the environment is unsuitable, a cancellation or rearrangement charge may apply where this has been stated at booking.
Any expected report timescale is an estimate unless expressly guaranteed in writing. A report may require professional review, scoring, evidence checking or clarification before issue. Requests to correct factual errors will be considered, but a client or Service User cannot require an assessor to alter an independent professional conclusion or recommendation with which they disagree.
BSL/English Interpreting and Lipspeaking may be provided face to face or remotely and across workplace, education, healthcare, legal, community, conference, meeting, training, performance and other agreed settings. The booking must accurately describe the setting and purpose so that Complete Communication can allocate a professional with suitable experience, registration or specialist competence where required.
Interpreters and Lipspeakers facilitate communication and do not act as advocates, decision makers, witnesses to the accuracy of another person’s statement, or advisers on the subject matter unless a separate role has expressly been agreed. The professional must remain able to exercise independent professional judgement and comply with any applicable professional code or registration requirements.
Where a booking changes materially from the information supplied, including a change of subject matter, venue, audience, legal status, risk, duration or communication requirement, Complete Communication may change the professional allocation, require additional professionals, revise the fee or decline the changed element where it cannot be delivered safely or appropriately.
The Client must provide working conditions that allow the Communication Professional to deliver the agreed service safely and effectively. This includes suitable positioning, sight lines, lighting, acoustics, seating, space, power, connectivity and audio-visual equipment where reasonably required for the service.
Speakers should be clearly visible and audible to the Communication Professional. Where direct access is not possible, the Client may need to provide suitable screens, microphones, monitors, audio feeds or other technical arrangements. Service Users must be able to see or otherwise access the Communication Professional or output appropriately.
Complete Communication may decline, pause or withdraw a professional where the environment is unsafe, unsuitable, discriminatory or materially prevents effective service delivery. We will raise concerns with the Client where reasonably practicable before doing so.
Appropriate breaks and team working will be determined according to the nature, intensity and duration of the assignment, professional requirements and safe working practice. The Client must not require a professional to work in a way that Complete Communication reasonably considers unsafe or professionally inappropriate.
The Client must provide relevant preparation material as early as reasonably possible. For ordinary assignments, material should preferably be supplied at least two weeks in advance where available. This may include agendas, minutes, reports, briefing papers, speaker notes, names, terminology, presentations, slides, visual material, videos and other information relevant to the assignment.
For theatre, performance, concert, festival and other live Event work, scripts, lyrics, setlists, running orders, cue information, artist information, recordings and other preparation material should ideally be supplied four weeks in advance and no later than two weeks in advance wherever reasonably possible.
We recognise that live Events and productions may change at short notice. Where material is unavailable, incomplete, changed or provided late, Complete Communication and its professionals will use reasonable professional skill and effort, but we cannot guarantee the same level of preparation or service quality that would have been achievable with timely and complete material.
If a briefing, rehearsal, sound check, technical meeting or additional preparation session is reasonably required, attendance and preparation time may be chargeable as agreed. Confidential preparation material will be handled in accordance with applicable confidentiality and data protection obligations.
No recording of a Communication Professional’s work may be made, reproduced, photographed for publication, broadcast, published, streamed or otherwise reused without CC’s prior written agreement, except where recording is inherent in legal proceedings or otherwise required by law. Unless expressly agreed in writing, recordings, live outputs, captions, transcripts, interpretations, signing, voice, image or other professional output must not be used to train, test or develop artificial intelligence or machine learning systems, create datasets, generate synthetic voice or signing, create digital replicas, or for automated transcription, translation or similar secondary processing beyond the purpose of the agreed Service.
Where a booking is intended for broadcast, publication, livestream, social media, promotional use, archive or other continuing use, this must be disclosed before the booking is confirmed. Additional fees, permissions, performer releases, usage limitations or intellectual property terms may apply.
For BSL Translation, captioning, Audio Description, transcription and other recorded or produced accessibility content, the Client must provide complete and accurate source material in an agreed usable format. The quotation will be based on the source material, duration, word count, complexity, output format, filming, editing and other agreed requirements.
Material changes to the source content after work has started may be treated as additional work and charged accordingly. The Client is responsible for ensuring that it has all rights, licences, permissions and consents necessary to provide source material to Complete Communication and to permit Complete Communication and its professionals to use that material for preparation and delivery of the commissioned Service. This includes, where relevant, scripts, lyrics, music, recordings, videos, presentations, photographs, graphics and other third-party material. The Client will remain responsible for claims arising from rights it did not have authority to grant, except to the extent caused by Complete Communication’s own unauthorised use.
Complete Communication will agree the expected review and approval process for produced content. Corrections required because Complete Communication has not delivered the agreed content will be addressed reasonably. Client requested changes to approved source content, style, wording or scope may be chargeable.
Unless expressly transferred in writing, Complete Communication retains its rights in original production elements created by or for Complete Communication, while the Client retains rights it already owns in its source material. Any licence, ownership transfer, territory, duration, platform or permitted reuse of final deliverables will be as stated in the quotation or project agreement. A Client must not materially edit, re-cut, re-caption, dub, manipulate or repurpose a BSL Translation, Audio Description, captioned output or other commissioned accessibility content in a way that changes its meaning, accuracy or context and then represent the altered version as approved or produced by Complete Communication without Complete Communication’s written approval.
Notetaking, Speech to Text Reporting, captioning and transcription are accessibility and communication services. The format, level of detail, delivery method and timing will be agreed according to the booking. Notes may be summarised, detailed, near word for word or delivered live depending on the service commissioned.
These services are not intended to create an official verbatim record unless expressly commissioned as such. No guarantee of absolute accuracy is given, although professionals will exercise reasonable skill and care appropriate to the service.
Notes, captions or transcripts supplied for an individual Service User’s access should not be reproduced, published or distributed beyond their intended purpose without appropriate permission, particularly where the content includes confidential or third-party information.
The service commissioned does not automatically include the provision of a transcript. Where a transcript is required, this must be agreed in writing before the booking commences and may be subject to an additional charge.
For Braille transcription and other specialist accessible format work, the Client must provide complete source material in a usable format and identify the required format, grade, layout, quantity, delivery method and deadline. Quotations are based on the material and requirements supplied at the time.
Changes to source material, layout or quantity after production has started may result in additional charges or a revised delivery date. Complete Communication will take reasonable care in production but the Client remains responsible for final approval of names, technical terminology, source text and other content supplied by the Client.
Complete Communication provides specialist accessibility and communication Services for theatre, concerts, festivals, cultural events, conferences, public events and other live environments. Services may include BSL/English Interpreting, event and performance interpreting, captioning, Speech to Text Reporting, Audio Description, touch tours, Hands on Sign, Access Management, Access Coordination, consultancy, access audits, accessible promotional content, haptic equipment and other agreed access provision.
For ongoing, substantial or multi service Event arrangements, the Services will also be governed by an agreed SLA. The SLA may specify the contracted dates, services, staffing, pricing, expenses, technical provision, equipment, accreditation, preparation, cancellation, postponement, rescheduling and other Event specific requirements. Where an expressly agreed SLA provision conflicts with these Terms, the SLA takes precedence for that Event.
Where Event Services include the loan, hire or provision of equipment, including captioning units, Haptic vests or associated equipment, the applicable SLA will set out or incorporate the relevant equipment arrangements and any separate equipment Terms and Conditions. These may include responsibility for delivery, installation, testing, custody, authorised use, security, collection, return, loss, damage and replacement costs.
For Event Services, the Client must identify an authorised operational contact with sufficient authority to make or obtain decisions about access provision, technical arrangements and reasonable on-site changes. Where Complete Communication provides an Access Manager or Access Coordinator, the scope of that role will be set out in the SLA or booking documentation.
Operational decisions made by a Complete Communication Access Manager, Access Coordinator or Communication Professional within their authorised role do not give that individual authority to vary prices, cancellation arrangements, contracted dates, staffing commitments, accreditation entitlement or other commercial terms unless Complete Communication has expressly authorised them to do so.
20.1 Event cancellation, postponement and rescheduling
The standard cancellation provisions in section 9 do not apply to Event and festival arrangements governed by an SLA. Cancellation, postponement and rescheduling charges and obligations will be those stated in the applicable SLA. Costs already committed or incurred may also be dealt with under that SLA.
20.2 Event staffing and professional allocation
Complete Communication determines the appropriate professionals and staffing levels for the access Services it supplies. Major, lengthy, intensive or technically complex performances may require two or more professionals. The Client must not reduce an agreed professional team where CC reasonably considers that doing so would compromise safety, professional standards, continuity or effective access.
Only individuals authorised by Complete Communication may attend or work under Complete Communication accreditation or represent themselves as part of the Complete Communicati Event team. A freelancer, subcontractor or other professional cannot independently authorise another person to attend, work additional dates, access backstage areas or represent Complete Communication without prior approval.
The Client acknowledges that staffing recommendations may reflect the physical and cognitive demands of performance interpreting, live captioning, Audio Description and other access work. Where Complete Communication specifies two or more professionals, relief cover or another staffing arrangement as professionally necessary, that requirement forms part of the agreed method of delivery and is not an optional enhancement unless Complete Communication agrees otherwise in writing.
20.3 Technical and venue requirements
The Client, organiser, promoter and venue must cooperate with the reasonable technical and operational requirements agreed for the access service. Depending on the Event, this may include a suitable stable raised platform or performance position, clear sight lines, appropriate lighting, weather protection, power, connectivity, screens, an audio feed, IEM or monitoring, microphones, access to sound checks or rehearsals, suitable seating and appropriate welfare facilities.
Where an agreed technical requirement cannot be provided, the Client must tell Complete Communication as soon as possible so that alternatives can be considered. Complete Communication is not responsible for reduced effectiveness caused by venue or production conditions outside its reasonable control where the agreed requirements have not been provided.
Where an IEM, monitoring system, sound feed, caption feed, screen, lighting position or other technical provision is agreed, the Client must ensure that the relevant production or technical team is informed before the Event and that reasonable access is available for set up and testing. Complete Communication cannot guarantee uninterrupted access where a venue, promoter, artist or production team changes or restricts the agreed technical provision outside Complete Communications’s control.
20.4 Accreditation, access and backstage conduct
The Client must arrange appropriate accreditation, passes and site access required for the Complete Communication team to deliver the Services. This may include access to performance areas, production teams, sound desks, rehearsals, artist liaison points, welfare areas and other locations reasonably required for the role.
Backstage and production access is provided solely for professional purposes. Complete Communication team members must follow Complete Communication professional conduct requirements and must not treat access as an entitlement to photographs, autographs, personal recordings or other personal access to artists or performers.
The Client must ensure that Complete Communication professionals are given the passes and permissions reasonably necessary to carry out their work, but Complete Communication retains responsibility for deciding who is authorised to work or attend under Complete Communication accreditation. On site venue, artist or production personnel cannot authorise an additional person to represent Complete Communication without Complete Communication’s approval.
20.5 Event changes and overruns
The Client must notify Complete Communication promptly of material changes to artists, performance times, running orders, venues, stages, setlists or other matters affecting the Services. Complete Communication will make reasonable efforts to accommodate changes, but additional preparation, professionals, hours, travel or equipment may be chargeable.
Where an Event or performance starts late or runs beyond the agreed booking time, the original booked finish time remains unless an extension is agreed. Complete Communication will make reasonable efforts to continue the service where professional availability, safety and working conditions permit, but a delay does not automatically require a professional to remain beyond the booked finish time. Additional waiting or working time and associated expenses may be charged at the agreed or applicable rate.
If a scheduled artist, show, stage, set or performance changes at short notice, Complete Communication will use reasonable efforts to adapt. The Client acknowledges that a late substitution may make full preparation impossible and may affect the level or method of access that can reasonably be delivered. This will not of itself amount to a failure by Complete Communication where the change was outside Complete Communication’s control.
Where Complete Communication is required to remain on site because of a delayed start, extended running time, artist delay, production hold or other Event change, waiting and additional working time may be chargeable in accordance with the SLA or agreed Event rates.
20.6 Event marketing and accessible information
Where included within the agreed service, Complete Communication may support promotion of accessible performances through its own channels, networks or accessible Events calendar. The Client remains responsible for the accuracy of Event information, ticketing arrangements, access booking processes and information it supplies for publication.
Access Management, consultancy and audit Services provide professional observations, recommendations and practical support based on the agreed scope and information available at the time. Unless expressly agreed otherwise, they do not constitute legal certification or a guarantee that a venue, Event, website, process or organisation complies with every legal, regulatory or technical accessibility requirement.
The Client remains responsible for deciding whether and how recommendations are implemented and for obtaining specialist legal, building, fire, health and safety, technical or regulatory advice where required.
The Client must provide reasonable access to the premises, website, event environment, staff, documents and systems within the agreed audit scope. If access is restricted, information is withheld or the audited environment changes after the review, Complete Communication’s findings may necessarily be limited to what was reasonably available at the time.
A Walk and Talk review, Full Access Audit, digital review or Event audit will only cover the scope stated in the quotation. Recommendations are intended to identify barriers and practical improvements and should be read as a whole rather than as a certification that every possible access need has been identified.
Complete Communication may provide equipment on loan, hire or as part of an agreed service, including Haptic vests, captioning units, screens, receivers, transmitters, headsets, audio or connectivity equipment and other accessibility or event equipment. Equipment provision is subject to the applicable booking documentation and, for Events, the relevant Service Level Agreement. Separate equipment Terms and Conditions, user terms, briefing requirements, deposits, collection and return arrangements may also apply and will form part of the Agreement for that equipment.
Unless expressly agreed otherwise in writing, all equipment supplied by Complete Communication remains the property of Complete Communication LTD or the relevant equipment owner. Equipment must only be used for the agreed purpose, by authorised users and in accordance with any briefing, operating instructions, safety requirements and separate equipment Terms and Conditions. Haptic equipment is intended to enhance access and does not replace BSL interpreting, captions, hearing technology or other accessibility provision unless expressly agreed.
Where equipment is loaned or hired to a Client, Event provider, venue, attendee or Service User, responsibility for custody, secure storage, appropriate use, collection and timely return will be set out in the applicable equipment terms or SLA. A user may be required to complete a separate agreement, attend a briefing and provide any stated refundable deposit. Loss, theft, damage, misuse, non-return, late return, replacement costs and any agreed hire or loan charges will be governed by those applicable terms. Event organisers must provide reasonable arrangements for distribution, operation, collection and secure storage where this forms part of the agreed Event service.
The Client and Service User must cooperate reasonably with Complete Communication, provide accurate information, communicate relevant access requirements, provide agreed facilities and technical arrangements, and notify us promptly of changes that may affect the Services.
Clients must treat Complete Communication staff, employees, freelancers and subcontractors with dignity and respect. Discrimination, harassment, threats, violence, abuse, sexual harassment, unwanted sexual behaviour or other conduct creating an unreasonable risk will not be tolerated. Complete Communication may withdraw a professional where necessary to protect safety or wellbeing, where full-service charges will still apply.
Clients and Service Users must not ask professionals to conceal material information, breach professional standards, act unlawfully, work outside the agreed service or enter into unauthorised private arrangements.
Complete Communication and its professionals may pause, refuse or withdraw from a Service where continuing would create an unreasonable risk to health, safety or wellbeing, involve harassment or threatening behaviour, prevent appropriate breaks, require work outside professional competence or registration, or otherwise require a breach of law, professional standards or Complete Communication policy. Where reasonably possible, concerns will be raised and an opportunity given to remedy them before withdrawal.
Unless expressly commissioned as part of a separate agreed role, Complete Communication professionals provide the communication or accessibility Service described in the booking. Their presence does not transfer responsibility for venue security, crowd management, emergency planning, evacuation management, first aid, clinical decisions, safeguarding leadership or other duties belonging to the Client, venue, employer, education provider, organiser or emergency services. Professionals will nevertheless follow lawful emergency instructions and take reasonable steps to protect their own and others’ immediate safety.
For face-to-face bookings, the Client must ensure that the professional can gain access to the agreed location at the booked time. Reasonable waiting time forms part of the booked period and does not extend the scheduled finish time unless agreed. If the booking cannot proceed because the Client, Service User or authorised contact is absent or access is unavailable, the applicable cancellation or minimum booking charge may apply.
Where Services are delivered remotely, the Client is responsible for providing a suitable device, internet connection, audio, camera, platform access and permissions needed for the booking unless CC has agreed to provide them. The Client should provide joining instructions and access credentials in sufficient time for the professional to join and test the service where appropriate.
Complete Communication is not responsible for a failure or reduction in service caused solely by the Client’s platform, internet connection, device, firewall, permissions or other technology outside Complete Communication’s control, or by an outage, restriction or material failure of a third-party platform such as Microsoft Teams, Zoom, a streaming platform, captioning platform or other external technology provider. Where reasonably possible, the parties will attempt an alternative method, but additional time or rearrangement may be chargeable depending on the circumstances and applicable cancellation terms.
Complete Communication and its professionals will handle confidential information in accordance with applicable law, professional obligations and our policies. Information may be shared internally, with allocated professionals, Funding Bodies or relevant third parties where reasonably necessary to arrange, deliver, evidence or administer Services and where there is a lawful basis to do so.
Personal information will be processed in accordance with applicable data protection law and our privacy information. The Client must ensure it has an appropriate basis for providing personal information about Service Users or third parties to Complete Communication.
Where Complete Communication processes personal data on behalf of a client as a processor, rather than determining the purposes and means of processing as a controller, the parties will put in place the written data processing terms required by applicable data protection law. These may be contained in an SLA, Data Processing Agreement or other binding written terms and may address documented instructions, confidentiality, security, subprocessors, assistance with data subject rights and compliance obligations, end of contract return or deletion, and audit or information rights.
Complete Communication will use reasonable skill and care in arranging and providing Services. Communication and accessibility work involves professional judgement, live information and circumstances that may change rapidly. Absolute accuracy cannot be guaranteed for interpreting, live captioning, notetaking, Speech to Text Reporting, Audio Description or similar live services.
Nothing in these Terms permits a professional to act outside their competence, registration requirements, professional code, legal obligations or Complete Communication policies. Complete Communication may change an allocation or delivery arrangement where reasonably required to maintain professional standards or safety.
Where Complete Communication introduces a professional to a Client through a booking, the Client must not deliberately bypass Complete Communication by engaging that professional directly for substantially the same Services during the booking relationship or for twelve months after the relevant booking ends, unless Complete Communication agrees otherwise in writing. This provision does not prevent a Service User from exercising any statutory right to choice and control that applies to their funding or support arrangement.
If a Client wishes to engage an introduced professional directly, it should discuss this with Complete Communication so that any applicable transfer, introduction or contractual arrangements can be agreed.
Complete Communication is part of The Inclusivity Group and may work collaboratively with Complete Independence LTD, Complete Training LTD and other Group companies. A single point of contact may help coordinate different services where the Client or Service User chooses this approach.
Each legal entity remains responsible for the Services it contracts to provide. A coordinated or Braided Support arrangement does not make Complete Communication responsible for a separate service supplied by another Group company. Funding streams must not be used interchangeably unless the relevant Funding Body permits this.
We welcome feedback and will handle complaints fairly and in accordance with our complaint’s procedure. Raising a genuine complaint will not by itself result in a Service User being disadvantaged or having support withdrawn.
We will make reasonable efforts to provide important service information, complaints information and significant contractual communications in an accessible format or communication method where reasonably required.
Our company complaints policy can be found here: https://completecommunicationltd.com/complaints-policy
Complete Communication may suspend or terminate Services where there is a serious or repeated breach of these Terms, non-payment, unsafe working conditions, abusive behaviour, misuse of Services, loss of required funding or authorisation, or another circumstance making continued provision unlawful, unsafe or not reasonably practicable. Where appropriate, we will provide reasonable notice and consider any safeguarding or funding obligations before doing so.
The Client may terminate ongoing Services by giving the notice required by the applicable booking, SLA, funding arrangement or written agreement. Termination does not remove liability for Services already delivered, valid cancellation charges, committed expenses or other sums properly due.
Neither party will be responsible for a failure or delay caused by circumstances outside its reasonable control, including severe weather, transport disruption, widespread illness, industrial action, venue closure, government action, failure of essential infrastructure or other comparable events. The affected party should notify the other as soon as reasonably practicable. Any cancellation or rescheduling charges will remain subject to the applicable service terms or SLA.
Where a Communication Professional is delayed by unexpected traffic, road closure, public transport disruption, cancelled transport or another travel issue outside reasonable control, Complete Communication will notify the Client as soon as reasonably practicable and will consider reasonable alternatives, including remote delivery or a replacement professional where suitable and available. Complete Communication does not guarantee that an alternative can always be arranged at short notice.
Complete Communication maintains appropriate insurance for its business activities, which may include public liability, employers’ liability and professional indemnity insurance as applicable to the Services provided. Evidence of relevant insurance may be provided to a Client on reasonable request. Where a Client, venue, commissioner or Event requires a particular level or type of insurance, this must be notified to Complete Communication before the booking is confirmed.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to the preceding paragraph, Complete Communication will not be liable for indirect or consequential loss, loss of profit, loss of business or loss arising from a decision of a Funding Body, venue, organiser, employer, education provider or other third party, except where such exclusion is not permitted by law.
Where Complete Communication is liable for loss arising from a particular booking, our liability will be limited to a reasonable amount having regard to the nature of the Services, the amount paid or payable for the affected booking and the loss reasonably foreseeable when the Agreement was made, except where a different limitation is required by law or expressly agreed in writing.
Changes requested after confirmation are subject to availability and may change the price, professional allocation, preparation requirements or other terms. A Client must not materially expand or change a booking on the day, for example by extending its duration, changing the subject matter or legal status, adding filming or broadcast, moving to a materially different location or requiring a different Service, without Complete Communication’s agreement. Complete Communication may require additional fees, preparation or professionals, or may decline the changed element where it cannot be delivered safely, lawfully or professionally. Complete Communication will confirm material changes in writing where reasonably practicable.
We may update these general Terms from time to time. Updated Terms will not retrospectively alter charges or obligations already accrued. For ongoing arrangements materially affected by a change, reasonable notice will be provided unless a change is required sooner by law, a regulator, Funding Body or commissioner.
If Complete Communication is unable to provide a confirmed Service for reasons within its reasonable control, we will make reasonable efforts to offer a suitably skilled replacement, alternative delivery method or rearranged date. If no reasonable alternative can be provided and the affected Service is not delivered, any amount paid specifically for that undelivered Service will be refunded or credited as appropriate. This does not affect the provisions applying to circumstances outside reasonable control or any greater right that cannot lawfully be excluded.
33.1 Authority and instructions
Communication Professionals, freelancers, subcontractors, Access Managers, Access Coordinators and other individuals supplied by Complete Communication do not have authority to vary these Terms, agree or waive prices or charges, change cancellation arrangements, approve additional Event dates or accreditation, commit Complete Communication to additional Services, or otherwise vary the contractual relationship unless Complete Communication has expressly authorised them to do so. This does not prevent a professional from making reasonable operational, safety or professional decisions within the scope of their allocated role.
Any request to materially change the scope, duration, staffing, dates, commercial arrangements or contractual requirements of a Service must be referred to the Complete Communication office and management team for approval. The Client is responsible for ensuring that any person who places or varies a booking on its behalf has appropriate authority to do so.
If a provision of these Terms is found invalid or unenforceable, the remaining provisions continue in effect. A failure to enforce a provision on one occasion does not waive the right to enforce it later.
The Client may not transfer the Agreement without Complete Communication’s written consent. Complete Communication may use employees, workers, freelancers, subcontractors and specialist professionals to deliver Services and remains responsible for its contractual obligations to the extent required by law.
These Terms, together with the applicable quotation, booking confirmation, funding terms, SLA, Equipment Loan or Hire Terms, Data Processing Agreement, signed service schedule and any other expressly incorporated document, form the Agreement. Where documents conflict, mandatory law and binding Funding Body requirements apply first. An expressly agreed service specific written term, SLA, Equipment Loan or Hire Terms, Data Processing Agreement or signed service schedule then takes precedence for the subject matter it specifically governs, followed by the booking confirmation or quotation, then these general Terms.
Routine booking, cancellation and service communications should be sent using the contact method notified by Complete Communication for the relevant service. Where a booking confirmation, SLA or funding arrangement specifies a particular address or method for notices, that requirement applies.
A message sent outside normal office hours is not treated as received merely because it has been transmitted. The specific receipt rules in the applicable cancellation provision apply when calculating cancellation notice.
These Terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.
Complete Communication Ltd is committed to maintaining fairness, impartiality, integrity and transparency across all services, quality assurance and administrative activities.
Due to the nature of our work and the communities in which we operate, members of our office teams may occasionally know, or have an existing relationship with, a client who uses our services. This may include friends, family members, colleagues, former colleagues or other individuals with whom there is a personal or professional relationship.
An existing relationship with a learner does not automatically prevent a member of the team from being involved in their support. However, any actual, potential or perceived conflict of interest must be declared as soon as it is identified. Appropriate measures will then be considered and implemented to protect the integrity of the clients support.
38. Contact details
Complete Communication Ltd
Unit 10A, Burrington Business Park, Burrington Way, Plymouth, PL5 3LX
Email: bookings@completecommsltd.com
Telephone: 01752 289776 (Option 1)
