Terms & Conditions

Last updated: October 22, 2025

These terms and conditions govern the provision of care services by Dignity Complex Care. By using our services, you agree to be bound by these terms.

1. Definitions

2. Assessment of Care Needs

1. We will conduct an initial assessment of your care requirements before providing services.
2. You are responsible for providing relevant and accurate information about your care needs, medical conditions, and preferences.
3. Services will be provided in accordance with the agreed Care Plan.
4. Formal reviews of the Care Plan will be conducted at regular intervals or as circumstances require.
5. Any changes to the Care Plan require mutual consent and proper documentation.
6. We reserve the right to reassess care needs if circumstances change significantly.

3. Our Fees

1. Fees are calculated based on the time spent providing care services as outlined in your Care Plan.
2. Additional time beyond the agreed schedule may be charged at the standard hourly rate.
3. Invoices will be issued monthly and payment is due within 30 days of invoice date.
4. Payment can be made by bank transfer, direct debit, or other agreed methods.
5. Late payment may result in service suspension and additional charges.
6. Fees are subject to annual review and may be increased with appropriate notice.
7. Fee increases will be communicated in writing with at least 4 weeks' notice.
8. You may terminate the agreement if you do not accept fee increases.
9. Direct payments to care workers are strictly prohibited and may result in service termination.

4. Our Staff

1. All staff are trained, qualified, and competent to provide care services to required standards.
2. Service times may vary slightly due to travel and traffic conditions.
3. We aim to provide consistent care workers where possible.
4. Any concerns about service delivery should be reported immediately to our office.
5. Care workers are prohibited from undertaking tasks outside their training and job description.
6. Care workers must not accept gifts, money, or personal favors from clients.

5. Permanent Engagement of Staff

1. If you wish to directly employ a care worker, you must notify us in writing.
2. You may continue to receive services while pursuing direct employment.
3. An engagement fee may be payable for direct employment of our staff.
4. Direct employment arrangements are subject to separate terms and conditions.

6. Records

• We maintain digital records of all care visits and activities.
• Records may be shared with relevant healthcare professionals as necessary.
• You have the right to access your care records upon request.
• Records are maintained in accordance with data protection legislation.

7. Withdrawal of Service

We may withdraw services in the following circumstances:

• Non-payment of fees after appropriate notice
• Aggressive or abusive behavior towards staff
• Unsafe working conditions
• Failure to comply with care plan requirements
• Changes in care needs beyond our capability
• Breach of these terms and conditions

8. Cancellations and Termination

Cancellation by Client

• Individual visits may be cancelled with 24 hours' notice
• Services may be terminated with 7 days' written notice
• Emergency situations may require immediate cancellation
• Cancellation fees may apply for insufficient notice

Termination by Dignity Complex Care

• We may terminate services with 7 days' written notice
• Immediate termination may occur for safety or breach reasons
• All outstanding fees remain payable upon termination
• Equipment and materials must be returned upon termination

9. Liability and Insurance

• We maintain comprehensive professional indemnity and public liability insurance
• Our liability is limited to the extent permitted by law
• We are not liable for circumstances beyond our reasonable control
• Clients should maintain their own household and contents insurance
• Any incidents must be reported immediately to our office

10. Confidentiality

• All personal information is treated in strict confidence
• Information may be shared with healthcare professionals as necessary
• Staff are bound by confidentiality agreements
• Data protection rights are outlined in our Privacy Policy

11. Complaints Procedure

1. Complaints should be made in writing to our office within 48 hours of the incident
2. We will acknowledge complaints within 48 hours and investigate thoroughly
3. A full response will be provided within 14 days
4. Unresolved complaints may be referred to the Care Quality Commission
5. Emergency concerns should be reported immediately by telephone

12. General Terms

• These terms are governed by English law
• Any disputes will be subject to the jurisdiction of English courts
• If any provision is invalid, the remaining terms continue in effect
• Terms may be updated with appropriate notice
• The agreement constitutes the entire agreement between parties

Notice of Right to Cancel

You have the right to cancel this agreement within 14 days of signing without giving any reason.

The cancellation period will expire after 14 days from the day of signing the agreement.

To exercise the right to cancel, you must inform us of your decision by written notice.

If you cancel after services have commenced, you may be charged for services already provided.