Important: These Terms and Conditions apply to services supplied by Complete Independence LTD. Additional funding, commissioning, support-plan or call-off requirements may also apply to a particular service. Where another company within The Inclusivity Group supplies a separate service, that company remains responsible for its own service and its own applicable terms.
“Agreement” means these Terms and Conditions together with any accepted quotation, booking confirmation, individual service agreement, support plan, funding award, call-off contract or other document expressly incorporated into the agreement.
“Client” means the person or organisation purchasing, commissioning, arranging or otherwise responsible for the Services.
“Service User” means the person receiving the Services, where different from the Client.
“Funding Body” means an organisation or public body that funds or contributes towards the Services, including Student Finance bodies, the Department for Work and Pensions through Access to Work, a local authority or another commissioner.
“Services” means support, independence, community, education, workplace and related services supplied by Complete Independence LTD.
“Support Professional” means a person engaged or employed by Complete Independence LTD to provide Services, including a Personal Assistant, Support Worker, Befriender, Role Model, Electronic Notetaker, Communication Support Worker or other appropriately skilled professional.
“Working Day” means Monday to Friday, excluding bank and public holidays in England.
Complete Independence LTD is registered in England and Wales under company number 12657522. Our business address is Unit 10A, Burrington Business Park, Burrington Way, Plymouth, PL5 3LX.
Our normal office working hours are Monday to Friday, 09:00 to 17:00, excluding bank and public holidays. Unless we expressly agree otherwise, our office and management team are not available outside these hours.
Services may be delivered outside our normal office working hours, including evenings and weekends where agreed. The delivery of Services outside these hours does not mean that our office or management team is available or that a notice or cancellation is treated as received outside our normal office working hours.
Complete Independence LTD is not an emergency response, crisis or on-call service. Messages sent outside our normal office hours may not be read until the next Working Day. If there is an immediate risk to life, health or safety, the appropriate emergency or statutory service should be contacted.
An enquiry or request does not bind Complete Independence LTD until we confirm acceptance. Acceptance may be given by written booking confirmation, an accepted quotation, an individual service agreement, a funding or commissioning arrangement, a call-off contract or another written confirmation from us.
We may request information reasonably required to understand support needs, identify suitable staffing, confirm funding, undertake risk assessments and determine whether we can safely and appropriately provide the Services.
The person providing information to us must take reasonable care to ensure it is accurate, current and sufficiently complete. Material changes must be notified to us promptly.
The Services will be agreed with the Client, Service User, Funding Body or commissioner as appropriate. They may include:
The purpose of our support is generally to enable and empower the Service User to participate, develop independence and engage in agreed activities. Unless an assessment, support plan or commissioned package states otherwise, Support Professionals provide support with tasks rather than simply completing tasks instead of the Service User.
Where a service requires a regulated, registered or specifically qualified professional, we will arrange the service in accordance with the requirements applicable to that booking.
Before support begins, we may complete an assessment, introductory meeting, risk assessment, support plan or other onboarding process. Support may be delayed where essential information, consent, funding confirmation, risk information or commissioning documentation has not been received.
Support will be delivered within the agreed scope. A Support Professional must not be asked to undertake tasks outside the agreed support, their competence, applicable risk assessment, training, legal duties or Complete Independence LTD policies.
Prices will be confirmed in a quotation, booking confirmation, funding award, commissioning arrangement, call-off contract or individual service agreement. Unless expressly stated otherwise, quoted prices are exclusive of VAT where VAT is legally chargeable.
Travel, mileage, subsistence, parking, accommodation, admission fees and other agreed expenses may be charged where applicable. Where an activity requires a Support Professional to incur an agreed cost solely to accompany the Service User, responsibility for that cost should be agreed before the activity is booked.
Where a third-party funds or contributes towards the Services, the Client and Service User must promptly tell us about any change, suspension, expiry or withdrawal of funding.
Unless otherwise agreed in writing, invoices are payable within 30 days of the invoice date. Different arrangements may apply where required by a Funding Body, commissioner or individual service agreement.
Where an invoice remains unpaid after its due date, the outstanding amount will be treated as overdue. Complete Independence LTD 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 Independence LTD 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 Independence LTD is legally entitled to recover.
Where an invoice is genuinely disputed, the Client must notify Complete Independence LTD promptly in writing, explaining the reason for the dispute. Any undisputed part of the invoice remains payable by the original due date.
Complete Independence LTD may suspend or decline further non-essential Services where undisputed invoices remain overdue, following reasonable written notice and subject to any safeguarding, commissioning, funding or contractual obligations that require a different process.
Support may need to be evidenced by a timesheet, electronic record, attendance record, service log or other evidence required by Complete Independence LTD, a Funding Body or commissioner.
Where approval is required, the Service User or authorised representative must review and approve the record promptly after the support has been delivered. Records must accurately reflect the support provided.
Repeated failure to provide required authorisation may delay invoicing or funding claims and, where permitted, may result in support being suspended until outstanding records are resolved.
Where Clients are unable to sign timesheets, all sessions will be sent either through email or text for clients to confirm. Once confirmed, the team are able to sign on the client’s behalf.
Unless a service-specific term, funding or commissioning arrangement states otherwise, a support session cancelled with 48 hours’ notice or less will be charged at 100%. The allocated hours will be treated as used and the cancelled session cannot be transferred, carried forward or rearranged to another date.
Where more than 48 hours’ notice is provided, no cancellation charge will apply. The allocated hours may be rearranged to another mutually agreed date or time, subject to the availability of an appropriate Support Professional, the applicable funding or commissioning rules and the period in which those hours may lawfully be used. Rearrangement is not guaranteed.
Cancellation notices must be received during our normal office working hours. A cancellation sent outside those hours will be treated as received at 09:00 on the next Working Day, and the 48-hour notice period will be calculated from that time.
For example, a cancellation emailed at 19:00 on a Friday, or at any time on Saturday or Sunday, will be treated as received at 09:00 on Monday, unless Monday is a bank or public holiday, in which case it will be treated as received at 09:00 on the next Working Day.
9.1 BSL/English Interpreting and Communication Services
Where Complete Independence LTD arranges BSL/English Interpreting or another Communication Service, different cancellation terms may apply due to the advance commitment of Communication Professionals. Unless a different Funding Body, commissioning arrangement or written agreement applies:
Cancellation notice must be provided in writing and will be treated as received during Complete Independence LTD’s normal office working hours. Where Communication Services are provided by another company within The Inclusivity Group, that company’s applicable Terms and Conditions may apply to that service.
These contractual cancellation terms do not remove any statutory cancellation rights that apply to a consumer.
If the Service User is not available at the agreed time and place, the Support Professional will make reasonable efforts to establish whether the session can proceed. Unless otherwise agreed or required by a commissioning arrangement, time spent waiting forms part of the booked session and the session will still end at the originally agreed finish time.
Where a session cannot proceed because the Service User is absent, cannot be contacted or has not provided access, the session may be treated as a late cancellation and charged in accordance with this section, subject to any applicable funding or commissioning rules.
Where Services are privately funded, the person or organisation identified as responsible for payment is responsible for all agreed charges, including any applicable cancellation charges, additional agreed support, expenses or other costs associated with the Services.
Complete Independence LTD will confirm the applicable rates or charges before Services commence. We may request reasonable information, advance payment, a deposit, Direct Debit or another agreed payment arrangement before commencing or continuing privately funded support.
Privately funded Services will be provided according to the agreed support arrangements and may be increased, reduced or changed by agreement, subject to availability and any appropriate notice or cancellation requirements.
Where another person or organisation has agreed to pay on behalf of the Service User, the payment arrangements and responsibility for charges should be confirmed in writing. A Service User will not automatically become responsible for another party’s unpaid charges unless they have expressly agreed to accept that responsibility.
If a Service User moves between private funding and funding provided by a local authority, Access to Work, personal budget, Direct Payment or another Funding Body, Complete Independence LTD must be informed as soon as possible. A change in funding arrangements does not automatically cancel existing bookings or charges already incurred.
Privately funded Services remain subject to the cancellation provisions within these Terms and any service-specific terms agreed in writing.
Where Services are funded through Disabled Students’ Allowance (DSA), we will review the funding confirmation or other authorisation and contact the student to arrange the set-up of support. We may provide access to an online portal or other system through which bookings and supporting documentation can be managed.
Before funded Services commence, Complete Independence LTD will require a copy of the relevant funding award letter, funding confirmation or other written authorisation confirming the approved support, funding period and, where applicable, the agreed hours and rates.
The Client or Service User must also provide Complete Independence LTD with a copy of any updated, renewed or amended funding award as soon as it is received.
The student must provide accurate and current funding information and promptly notify us if their award, course, institution, eligibility, approved support, approved rate or funding arrangements change.
DSA-funded support must be evidenced in the manner required by the relevant funding body. Where a timesheet or equivalent confirmation requires the student’s approval, it should be reviewed and returned within 48 hours, where reasonably possible. Repeated failure to authorise evidence may result in support being suspended until outstanding records are resolved.
If a student cannot attend a booked session, they must notify us in writing as soon as possible. The relevant funding body’s missed-session rules will apply where that body funds the cancelled session. Where the funding body does not meet the cost, the student may be responsible for a properly agreed and legally recoverable cancellation charge.
Funding rules differ between funding bodies and may change. A DSA award does not guarantee that every cost will be paid. Complete Independence LTD does not control Student Finance or another funding body’s eligibility, funding or payment decisions. We will not charge a student for a funding refusal caused solely by an act or omission of Complete Independence LTD.
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 us of any change to approved hours, rates, support type, employment, employer contribution, award dates or other material funding condition.
Before funded Services commence, Complete Independence LTD will require a copy of the relevant funding award letter, funding confirmation or other written authorisation confirming the approved support, funding period and, where applicable, the agreed hours and rates.
The Client or Service User must also provide Complete Independence LTD with a copy of any updated, renewed or amended funding award as soon as it is received.
Once the relevant award information and registration requirements have been received, support requests should be made in writing. We will seek to allocate an appropriate Support Professional and, where appropriate, introduce them before support begins.
Bookings, timesheets, invoices and supporting documents may be administered through our online platform or another system notified to the Client. Clients must respond promptly to reasonable requests for information or approval needed to administer their support and funding.
Complete Independence LTD 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 own decisions.
Support requested outside the scope, dates, hours or rates of an Access to Work award must be agreed in advance. Responsibility for any amount not met by Access to Work will be agreed before additional support is provided wherever reasonably practicable.
Unless a different cancellation arrangement has been expressly agreed for the relevant Access to Work service or is required by the applicable funding arrangement, the general cancellation provisions in section 9 apply.
Where Access to Work requires timesheets, claim forms or other evidence, the Client, Service User and employer must provide or approve information reasonably required to support a valid claim. We are not responsible for a funding refusal caused by inaccurate, incomplete or late information supplied by another party.
Where Services are paid for using Direct Payments, a Personal Budget or similar funding, the Client or Service User is responsible for ensuring that the proposed Services are permitted by the relevant funding arrangement and for providing any information reasonably required by Complete Independence LTD.
Before funded Services commence, Complete Independence LTD will require a copy of the relevant funding award letter, funding confirmation or other written authorisation confirming the approved support, funding period and, where applicable, the agreed hours and rates.
The Client or Service User must also provide Complete Independence LTD with a copy of any updated, renewed or amended funding award as soon as it is received.
We will provide invoices, timesheets or other evidence reasonably required for the agreed service. The Client or Service User must notify us promptly if the amount, purpose, conditions or availability of the funding changes.
Complete Independence LTD does not determine entitlement to Direct Payments or Personal Budgets and is not responsible for decisions made by a local authority or other Funding Body.
Where support is requested outside the approved funding or agreed package, responsibility for the additional cost must be agreed before the additional support is provided wherever reasonably practicable.
Complete Independence LTD is part of The Inclusivity Group and may work collaboratively with other companies within the Group to provide coordinated support.
Where a Service User chooses Braided Support, a single point of contact may assist with coordinating support provided by Complete Independence LTD and other companies within The Inclusivity Group. Depending on individual needs and funding, elements of support may be supplied by Complete Independence LTD, Complete Communication LTD, Complete Training LTD or another Group company.
We will make clear, where reasonably practicable, which company is responsible for each element of the Services. Each company remains responsible for the Services it contracts to provide and may apply its own Terms and Conditions.
A single point of contact or coordinated support arrangement does not make Complete Independence LTD contractually responsible for a separate service supplied by another Group company.
Where appropriate and permitted by law, relevant information may be shared between Group companies for coordinating support, administering Services and reducing unnecessary duplication. Personal information will be processed in accordance with applicable data protection law and the relevant privacy information.
DSA, Access to Work, Direct Payments and other funding remain subject to the rules and approval of the relevant Funding Body. Separate funding streams must not be used interchangeably unless the relevant Funding Body has permitted this.
Client holidays and planned absences should preferably be notified to Complete Independence LTD at least two weeks in advance. This allows us to organise staffing, consider whether support can be reallocated and, where permitted, arrange the use of approved hours at alternative times. Any rearrangement remains subject to staff availability and the relevant funding or commissioning rules.
Hospital admissions, respite stays and other temporary absences will be considered on a case-by-case basis. Whether support can continue, be altered, cancelled, rearranged or retained during the absence will depend on the applicable contract, funding arrangement and approval of the relevant Funding Body or commissioner.
Complete Independence LTD is a provider under Plymouth City Council’s Framework Agreement for the Provision of Supported Living Services PEO-16067, dated 1 August 2025.
A place on the Framework does not itself create an entitlement to Services. Where Plymouth City Council or another permitted Contracting Body commissions support from Complete Independence LTD, the specific service will be governed by the applicable call-off contract, order, support plan, service specification and other commissioning documentation in addition to these Terms.
Where a mandatory requirement of an applicable call-off contract conflicts with these Terms, the applicable call-off requirement will take precedence for that commissioned service.
Support commissioned under the Framework will be delivered within the agreed commissioned hours, outcomes, support plan and scope. Changes to the level, timing or nature of commissioned support may require agreement or authorisation from Plymouth City Council or the relevant commissioner.
15.1 PCC cancellations and rearrangement
Unless the applicable call-off contract requires a different arrangement, a PCC commissioned support session cancelled with 48 hours’ notice or less will be charged at 100%. The allocated commissioned hours for that session will be treated as used and the session cannot be transferred, carried forward or moved to another date.
Where more than 48 hours’ notice is provided, the cancelled session will not be chargeable. The allocated hours may be rearranged to another mutually agreed date or time only where this is permitted by the applicable commissioning arrangement and subject to the availability of an appropriate Support Professional. Rearrangement is not guaranteed.
Cancellation notices must be received during Complete Independence LTD’s normal office working hours of Monday to Friday, 09:00 to 17:00, excluding bank and public holidays. A notice received outside those hours is treated as received at 09:00 on the next Working Day. For example, a cancellation sent on Saturday will be treated as received at 09:00 on Monday, unless Monday is a bank or public holiday.
15.2 Commissioned service changes
The Service User should tell Complete Independence LTD as soon as reasonably possible about any change affecting their support. Complete Independence LTD may need to liaise with Plymouth City Council or the relevant commissioner before materially changing commissioned hours, outcomes or the scope of support.
Complete Independence LTD cannot guarantee that unused commissioned hours can be carried forward, accumulated or used for a different purpose unless this is permitted by the applicable commissioning arrangement.
15.3 Framework obligations
Complete Independence LTD will perform commissioned Services in accordance with the applicable Framework and call-off requirements, including relevant statutory, equality, confidentiality, insurance, safeguarding and service delivery obligations.
The Framework relationship is between Complete Independence LTD and the relevant Contracting Body. These client-facing Terms do not replace or amend the Framework Agreement or an applicable call-off contract.
Where Services are commissioned under a Framework or call-off arrangement, Complete Independence LTD may be required to share relevant information with the Contracting Body, including the local authority, for the purposes of arranging and delivering support, monitoring the Service, safeguarding, quality assurance, contract management, invoicing, funding and meeting legal or contractual obligations. By engaging with the commissioned Service, the Client and Service User acknowledge that appropriate information sharing may form a necessary part of the Service. Information will only be shared where there is an appropriate lawful basis and in accordance with applicable data protection law, confidentiality requirements and our Privacy Policy, which can be found here: https://theinclusivitygroup.co.uk/privacy-policy/ .
Where Services are funded or commissioned by another organisation, the relevant commissioning contract, funding rules, support plan or individual service agreement may impose additional requirements. A mandatory commissioning requirement will take precedence over these general Terms for that commissioned service where there is a conflict.
Complete Independence LTD is responsible for arranging appropriate staffing. A Client or Service User may express reasonable preferences, and we will consider them wherever practicable, but there is no contractual right to require a particular individual unless expressly agreed.
We may change the Support Professional because of sickness, leave, availability, suitability, safeguarding, continuity requirements or another operational reason. We will seek to minimise disruption.
Continuity of staffing will be supported where reasonably practicable but cannot be guaranteed. Where a regular Support Professional is unavailable, we may offer an appropriately suitable alternative.
We are proud of our session allocation rate and will work tirelessly to ensure that agreed support sessions are covered. Unexpected sickness, emergencies or circumstances outside our reasonable control can occasionally affect staffing.
Where we become aware that a Support Professional cannot attend, our office team will provide as much notice as reasonably possible and will work to arrange appropriate cover.
Where replacement cover is required, we will only allocate a member of our team whom the Service User has previously met, unless a different arrangement is expressly agreed with the Service User or is necessary under an applicable safeguarding or commissioning arrangement.
If suitable cover cannot be arranged, we will work with the Service User and, where applicable, the Funding Body or commissioner to rearrange or otherwise account for the affected support hours in accordance with the relevant funding or commissioning rules.
If a Support Professional is delayed, our office team will inform the Service User as soon as reasonably possible. We will ensure that support time lost because of our staff member’s lateness is repaid or otherwise made good, subject to the Service User’s availability and any applicable funding or commissioning requirements.
Our approach is intended to support independence and participation. Unless the agreed support plan states otherwise, tasks such as housework, shopping, food preparation and cooking should be undertaken with the Service User rather than completed entirely by the Support Professional.
The level of participation expected will reflect the Service User’s abilities, assessed needs, agreed outcomes and support plan. Nothing in this section requires a Service User to undertake an activity that is unsafe or inconsistent with their assessed needs.
Food preparation or cooking by a Support Professional without the Service User’s participation will only be undertaken where this forms part of the agreed support package or is otherwise specifically agreed.
In exceptional circumstances, and where reasonably necessary to support a Service User’s immediate welfare, a Support Professional may collect a food bank parcel or similar essential provision on the Service User’s behalf where this has been agreed by Complete Independence LTD and is permitted by the relevant provider, support plan and funding or commissioning arrangement. This is intended as an exceptional support measure and does not form part of the routine Services unless expressly agreed.
Where a Service User is making an online or in-person purchase, the purchase should be completed and authorised by the Service User wherever they have capacity and are able to do so with support.
Support Professionals must not ordinarily use a Service User’s bank card, PIN, password, online banking credentials or other private financial authentication information. Any exception must form part of a formally assessed and expressly authorised arrangement with appropriate safeguards.
A Support Professional must not enter into, guarantee, co-sign, witness on behalf of the Service User, or otherwise accept responsibility for a credit, finance, loan or other financial agreement for a Service User.
Where a benefit, voucher, payment or other item must legally or procedurally be collected, signed for or claimed personally by the Service User, the Support Professional may assist but cannot impersonate the Service User or complete an act that the relevant organisation requires the Service User personally to complete.
The Service User is normally responsible for their own travel costs. Travel arrangements should be appropriate to the agreed support and any applicable risk assessment.
Where a Support Professional is required to travel, attend an appointment, participate in an activity or accompany the Service User as part of the agreed support, the reasonable travel, admission, ticket or other necessary participation costs of the Support Professional are the responsibility of the Client or Service User unless these costs are met by the applicable Funding Body, commissioner or another arrangement agreed in writing. Such costs should be agreed in advance wherever reasonably practicable.
Support Professionals should not ordinarily travel in a vehicle driven by a Service User’s family member or friend while providing paid support unless Complete Independence LTD has specifically agreed that arrangement. Public transport, appropriately licensed private hire or taxi services, Complete Independence LTD approved arrangements or another specifically authorised arrangement should normally be used.
Appointments should be notified to us as early as reasonably possible. Attendance is subject to the availability of an appropriate Support Professional and sufficient allocated or commissioned hours.
If an appointment or activity is likely to extend beyond the booked session, this should be discussed in advance. Additional time can only be provided where operationally possible and where there are sufficient approved or allocated hours. Additional hours must not automatically be deducted from a future session unless this has been agreed and is permitted by the relevant funding or commissioning arrangement.
Where appropriate, agreed support hours may be adjusted or combined to enable a longer session or full day of support, for example for an appointment, activity, day trip or other identified need. Any adjustment is subject to Support Professional availability, sufficient approved hours and the applicable funding, support plan or commissioning arrangements, and must be agreed with Complete Independence LTD in advance.
Activities such as cinema, theatre, aquarium visits and similar outings should be planned within the booked support time. Where additional time, tickets, admission fees or travel are required, these should be discussed before booking, and where additional costs are incurred, this remains the responsibility of the client and/or service user to fund.
Where there is doubt about a Service User’s ability to make a particular financial decision, staff will not make that decision for them merely because support is being provided. Any action must follow the applicable support plan, lawful authority and Complete Independence LTD procedures.
Complete Independence LTD does not provide or manage medication, medication administration or personal care services. Support Professionals must not be asked to administer, manage, prompt or take responsibility for medication, or to provide personal or intimate care. Where a Service User requires these services, responsibility remains with the appropriately authorised provider, commissioner, family member or other person responsible for that provision.
Unless expressly included within an assessed and agreed support package, Support Professionals do not assume responsibility for supervising, caring for or being left in sole charge of children or pets.
Support Professionals are not responsible for routine pet care, including feeding, walking, toileting or cleaning animal waste, unless this has been specifically assessed and agreed as part of the Services.
Support Professionals must not be asked to move furniture or lift, carry or move heavy items, including heavy shopping, unless the activity has been assessed as appropriate and any required training, equipment or controls are in place.
The Service User, Client or another appropriate person remains responsible for arranging tasks that fall outside the agreed support or cannot be undertaken safely by the Support Professional.
Where a Service User experiences bereavement, a significant personal event or another change in circumstances and would benefit from additional or changed support, the request should be made as early as reasonably possible. We recognise that advance notice will not always be possible in these circumstances.
We will consider reasonable changes where we can, but additional or altered support remains subject to staff availability, the agreed scope of Services, available hours, funding and any commissioner approval required. We do not require advance notice of the event itself.
Support Professionals must maintain professional boundaries. Clients, Service Users, family members and other third parties must not ask staff to conceal information, breach company policy, undertake unauthorised work, enter private working arrangements or act outside the agreed support relationship.
Support Professionals must not borrow money or property from a Service User, lend money to a Service User, enter into personal financial arrangements with them, or accept significant gifts or benefits. Modest tokens of appreciation may only be accepted where permitted by Complete Independence LTD policy, whereby our office and management team must be informed.
Support Professionals are not required to provide personal home addresses, personal social media accounts or other private contact information. Communication should normally take place through Complete Independence LTD approved channels or through another arrangement specifically authorised by the company.
The Client and Service User must provide a reasonably safe and suitable environment for the delivery of Services and disclose known risks that may affect staff or safe service delivery.
Support Professionals must be spoken to and treated with dignity and respect. Discrimination, harassment, threats, violence, abuse, sexual harassment, unwanted sexual behaviour, inappropriate sexualised conduct or other behaviour creating an unreasonable risk will not be tolerated. Smoking, vaping, alcohol or substance use must not create an unsafe or unsuitable working environment for staff. Weapons, dangerous items or behaviour involving them must not create a risk to staff or others.
Where there is an immediate safety concern, a Support Professional may leave or pause a session. Complete Independence LTD may review, suspend or terminate support where behaviour creates an unacceptable risk, subject to applicable safeguarding, commissioner and contractual obligations.
The Client and Service User must not knowingly ask a Support Professional to undertake unlawful activity, conceal material risk information, or act contrary to an agreed risk assessment, safeguarding plan or lawful instruction.
Family members, friends, visitors and other professionals who are present during a support session must respect the agreed support plan, professional boundaries and the dignity and safety of the Service User and Support Professional. They must not direct staff to undertake tasks outside the agreed Services or interfere with the safe delivery of support.
Complete Independence LTD supports Service Users to make their own choices and decisions wherever possible. Receiving support does not give Complete Independence LTD or a Support Professional authority to make decisions on a Service User’s behalf.
Where there is reason to believe that a Service User may lack capacity to make a particular decision, we will follow the applicable legal framework, authorised decision-making arrangements, support plan and company procedures. Capacity is decision-specific and will not be assumed solely because a person receives support.
A Service User may decline an activity or element of support. Staff may record this where relevant. Repeated refusal may be discussed with the Service User and, where appropriate, the Funding Body, commissioner, advocate or authorised representative if it materially affects agreed outcomes, safety or the commissioned service.
Where appropriate, we will work alongside an independent advocate, authorised representative or other professional involved in supporting the Service User’s rights and choices, subject to consent, lawful authority and information-sharing requirements.
Complete Independence LTD may undertake and review risk assessments relevant to the Services. Clients and Service Users must notify us of material changes that could affect those assessments.
Where we identify a safeguarding concern, we may record, report and share relevant information with appropriate safeguarding authorities, commissioners, emergency services or other organisations where required or permitted by law and our safeguarding responsibilities.
Personal information will be processed in accordance with applicable data protection law and Complete Independence LTD’s Privacy Policy.
Where appropriate, a Service User may identify family members, professionals or other people with whom they consent to us sharing relevant information. Consent should be specific enough for us to understand who information may be shared with and for what purpose.
Consent is not the only lawful basis on which information may be shared. We may disclose relevant information without consent where required or permitted by law, including where necessary for safeguarding, vital interests, legal obligations, regulatory requirements or applicable commissioning arrangements.
Support Professionals are expected to maintain confidentiality in accordance with their contractual and professional obligations.
A Support Professional must not be audio recorded, video recorded, photographed or included in content intended for publication without prior agreement from Complete Independence LTD, except where recording is required or permitted by law or has otherwise been expressly agreed.
The privacy and consent of Service Users must also be respected. Nothing in this section prevents a person from making a lawful record where a legal right to do so applies.
We welcome feedback about the Services. Complaints should be raised with Complete Independence LTD so they can be considered promptly, fairly and in an accessible manner.
Our complaints procedure is available on request and through our published complaints information. Where a commissioned service provides an additional route of complaint or escalation, that route may also be available.
A Service User will not be disadvantaged, penalised or have support withdrawn simply because they have raised a genuine complaint or concern.
We will make reasonable efforts to provide complaints information, important service information and significant changes in an accessible format or communication method where reasonably required.
Where Complete Independence LTD introduces a worker, employee, freelancer or subcontractor to a business Client, the business Client must not knowingly engage that person directly for substantially the same services in order to avoid Complete Independence LTD’s charges during the booking and for 12 months afterwards, unless we agree otherwise in writing.
This section is not intended to restrict a Service User’s statutory rights, rights arising under a commissioned support arrangement, or genuine rights of choice and control. Any service-specific transfer or recruitment arrangement will be considered separately where applicable.
We may suspend or terminate Services where there is a serious or repeated breach of these Terms, non-payment of undisputed charges, an unacceptable health or safety risk, abusive behaviour, loss of required funding or authorisation, inability to provide the service safely, or another substantial reason that makes continued provision unreasonable or unlawful.
Except where immediate action is required for safety, safeguarding, illegality or another urgent reason, we will seek to give reasonable notice and explain the reason. Where Services are commissioned, we will also follow applicable commissioner requirements.
We will not be liable for delay or failure caused by events outside our reasonable control, including severe weather, transport disruption, widespread illness, public emergency, industrial action, utility or communications failure, government action or other comparable events. We will take reasonable steps to reduce disruption and, where appropriate, offer alternative arrangements.
Complete Independence LTD maintains appropriate insurance for its business activities, including employers’ liability, public liability and professional indemnity insurance where applicable to the Services provided. Evidence of relevant insurance may be provided to a client, commissioner or Contracting Body on reasonable request. Where a Framework, call-off contract or other commissioned Service requires a particular type or level of insurance, the applicable contractual requirements will apply.
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.
Where the Client is a consumer, nothing in these Terms affects statutory rights, including the right for services to be performed with reasonable care and skill.
Where the Client is acting in the course of business, Complete Independence LTD will not be liable for indirect or consequential loss, loss of profit, loss of business or loss of anticipated savings except where such exclusion is prohibited by law. Any additional limitation or financial cap applicable to a commissioned service will be governed by the relevant contract.
The Client and Service User must tell us promptly about changes that may affect the Services, including changes to support needs, location, timetable, employment, education, funding, risk, contact information or commissioning arrangements.
Where a material change affects the scope, cost or safe delivery of the Services, we may need to reassess the service and agree revised arrangements before continuing.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.
A failure or delay by either party to enforce a right does not waive that right.
Complete Independence LTD may use appropriately recruited, vetted, trained and, where required, checked employees, workers or subcontractors to deliver Services where permitted by the applicable service and commissioning arrangements.
No variation to an individual Agreement is effective unless agreed in writing by an authorised representative of Complete Independence LTD, except for changes required by law or a mandatory Funding Body or commissioner requirement.
These Terms do not create rights for a third party except where the law or an applicable commissioning contract expressly provides otherwise.
If there is a conflict between these Terms and an individual written agreement expressly agreed by Complete Independence LTD for a particular service, the individual written agreement will take precedence to the extent of that conflict. Mandatory funding or commissioning requirements will also take precedence where applicable.
We may update these Terms from time to time. Changes will not retrospectively alter charges or obligations already accrued. Where an ongoing service is materially affected, we will provide reasonable notice of the updated Terms unless a change is required sooner by law, a regulator, Funding Body or commissioner.
Routine booking requests, cancellations and service communications must be made using the contact method notified by Complete Independence LTD. Formal legal notices should be sent in writing to our registered or business address, or to another address expressly notified for that purpose.
A communication is not treated as received merely because it has been sent outside our normal office hours. The specific receipt rule in section 9 applies to cancellation notices.
These Terms are governed by the law of England and Wales. Where the Client is a consumer, nothing in this section removes any mandatory right the consumer has to bring proceedings in another court with jurisdiction under applicable law.
