Client Terms and Conditions

These Terms and Conditions explain the basis on which Friendly Support Limited provides companionship and practical support services. Please read them carefully before services begin.

These Terms should be read together with any:

• quotation;
• Booking Confirmation;
• Service Plan;
• Privacy Notice;
• cancellation information; and
• other written terms specifically agreed with you.

Where a specific written arrangement differs from these general Terms, the specific written arrangement will normally apply to that particular service.

Friendly Support Limited provides friendly, respectful and practical companionship services intended to help adults maintain independence, confidence, social contact and enjoyment of everyday life.

Friendly Support Limited provides non-regulated companionship and practical support.

We do not provide regulated personal care, nursing or medical treatment under these Terms.

The Client is the person receiving the service. The Customer is the person who enters into the agreement with Friendly Support Limited and is responsible for payment. The Client and Customer may be the same person.

Where a relative, attorney, deputy or other representative enters into arrangements on behalf of somebody else, Friendly Support Limited may request appropriate evidence of authority where necessary.

Subject to the agreed Service Plan or Booking Confirmation, services may include:

• companionship;
• conversation;
• social visits;
• walks;
• hobbies and recreational activities;
• shopping;
• grocery collection;
• ordinary errands;
• accompanying clients to appointments;
• accompanying clients to cafes or restaurants;
• community, cultural or religious activities;
• light household assistance;
• laundry and ironing;
• simple meal preparation;
• sitting companionship;
• companionship while family members or carers take a break;
• authorised family updates;
• extended companionship; and
• other agreed non-regulated practical support.

Only services agreed with Friendly Support Limited form part of the contract.

Friendly Support Limited does not provide regulated personal care through this service.

Companions must not provide physical assistance with:

• bathing or showering;
• washing the body;
• toileting;
• continence care;
• changing continence products;
• dressing or undressing;
• oral hygiene;
• personal skin, hair or nail care;
• physical assistance with feeding;
• hoisting;
• lifting or transferring a person; or
• other regulated personal-care activities.

Clients, relatives and representatives must not ask Companions to undertake these activities privately or informally. If the Client's needs change, please contact Friendly Support Limited so that the situation can be reviewed.

Friendly Support Limited does not provide:

• medical diagnosis;
• medical treatment;
• nursing;
• wound care;
• injections;
• clinical procedures;
• clinical observations as a healthcare service; or
• medical advice.

A Companion may accompany a Client to an appointment and provide ordinary practical assistance, but does not replace a doctor, nurse or other healthcare professional.

Friendly Support Limited does not operate a medication-administration or medication-management service.

Companions must not independently:

• select medication;
• prescribe medication;
• change medication;
• alter doses;
• change medication timings;
• administer injections; or
• make clinical decisions concerning medication.

Where expressly agreed and appropriate, a Companion may provide a simple reminder to a Client who remains independently responsible for managing and taking their own medication.

Before services begin, Friendly Support Limited may ask for information reasonably necessary to provide the agreed service safely. This may include information about:

• the support required;
• routines and preferences;
• hobbies and interests;
• communication requirements;
• mobility relevant to outings;
• property access;
• household risks;
• emergency contacts;
• pets;
• allergies;
• dietary requirements;
• significant safety matters; and
• other relevant circumstances.

We may decline a requested service where we reasonably believe that it falls outside our scope or cannot be provided safely or lawfully.

Where appropriate, the agreed services will be recorded in a Service Plan, Booking Confirmation or similar written arrangement. The Service Plan may be reviewed where circumstances or the Client's needs change.

A Companion should not be asked to undertake substantially different duties without prior agreement from Friendly Support Limited.

A different price or arrangement may apply where this has been agreed in writing.

Where Friendly Support Limited provides a written quotation, fixed-price service, package, extended visit or other special arrangement, the price stated in that written agreement will apply. Any package or fixed-price arrangement will specify what is included.

Unless expressly included in the agreed price, the Client or Customer is responsible for reasonable third-party expenses incurred on the Client's behalf. These may include:

• public-transport fares;
• taxi fares;
• parking charges;
• admission or ticket costs;
• food and refreshments;
• shopping;
• postage; and
• other agreed purchases.

Where reasonably practicable, significant expenses will be agreed in advance.

Payment terms will be stated on the invoice, quotation or Booking Confirmation. Payment should normally be made directly to Friendly Support Limited.

Clients should not make private payments directly to Companions for Friendly Support Limited services. Invoices or receipts will be provided as appropriate.

Where payment becomes overdue, Friendly Support Limited may contact the Customer requesting payment. Following reasonable notice, future non-emergency services may be suspended until outstanding sums have been resolved. Any debt-recovery action or charges will remain subject to applicable law.

We understand that plans sometimes change and ask Clients to provide as much notice as reasonably possible.

48 hours or more before the visit
No cancellation charge.

Between 24 and 48 hours before the visit
A charge of up to 50% of the booked visit may apply where Friendly Support Limited has suffered a corresponding reasonable loss.

Less than 24 hours before the visit, or where no access is available when the Companion attends
A charge of up to 100% of the booked visit may apply where Friendly Support Limited has suffered a corresponding reasonable loss.

Cancellation charges are intended to reflect genuine losses and are not intended to operate as penalties. Where Friendly Support Limited is reasonably able to avoid or reduce the loss, this will be taken into account. Exceptional circumstances may be considered individually.

Nothing in these Terms removes any cancellation rights provided by law. Where a statutory cooling-off period applies, Friendly Support Limited will respect those rights.

If a Customer expressly requests that services begin before the end of a statutory cancellation period, Friendly Support Limited may begin providing those services. Where services have already been supplied following such a request, the Customer may be required to pay the amount lawfully due for services already provided.

Where Friendly Support Limited cancels a visit and is unable to provide an agreed replacement, the Client will not be charged for the service that was not supplied. Where payment has already been received, Friendly Support Limited will normally:

• arrange a replacement visit;
• issue a credit; or
• refund the relevant amount.

We aim to provide reliable continuity and, wherever reasonably possible, the same Companion or a small familiar team. However, a particular Companion cannot be guaranteed.

An alternative Companion may be provided because of:

• sickness;
• annual leave;
• emergency;
• staff departure;
• transport disruption;
• training;
• safeguarding concerns; or
• other reasonable operational circumstances.

Where reasonably practicable, Friendly Support Limited will notify the Client in advance.

The Client and Customer agree, where relevant, to:

• provide accurate information reasonably required for the service;
• notify Friendly Support Limited of important changes;
• provide safe access to the property;
• maintain a reasonably safe environment;
• treat Companions respectfully;
• disclose significant known hazards;
• appropriately control pets where necessary;
• advise us of significant infectious illness that may affect worker safety;
• pay agreed charges; and
• refrain from asking staff to undertake activities outside the agreed service scope.

Violence, threats, serious harassment, discriminatory abuse, intimidation or sexual misconduct towards Friendly Support Limited personnel will not be tolerated. Where a Companion reasonably believes that they are unsafe, they may leave. Friendly Support Limited may suspend or terminate services where necessary to protect staff.

Where agreed, light household assistance may include:

• dusting;
• light vacuuming;
• wiping accessible surfaces;
• washing dishes;
• laundry;
• ironing;
• changing bed linen where safe;
• light tidying; and
• simple meal preparation.

It does not normally include:

• heavy lifting;
• moving heavy furniture;
• specialist deep cleaning;
• industrial cleaning;
• post-construction cleaning;
• hazardous-waste removal;
• high-level ladder work; or
• specialist cleaning requiring professional equipment.

Companions may prepare or heat simple meals where agreed. Clients or their Representatives should inform Friendly Support Limited of any relevant:

• food allergies;
• intolerances;
• religious dietary requirements;
• medically relevant dietary restrictions; or
• swallowing concerns.

Friendly Support Limited does not provide clinical dietary or nutritional advice.

Where a Companion undertakes shopping for a Client, reasonable steps will be taken to account for money spent and to return receipts and change where available. Friendly Support Limited staff must not use Client money for personal purposes.

Any special arrangement involving bank cards, PINs, online banking or financial accounts must be specifically approved by management and subject to appropriate safeguards.

Companions must not solicit gifts or borrow money from Clients. Clients and families are asked not to place workers in an uncomfortable position by offering:

• substantial cash;
• expensive gifts;
• loans;
• property;
• investments; or
• inheritance arrangements.

Any significant proposed gift should be referred to Friendly Support Limited.

Friendly Support Limited's management, safeguarding procedures and insurance arrangements apply to services booked through Friendly Support Limited. Clients should therefore not make undisclosed private paid arrangements with Companions supplied by Friendly Support Limited. Services arranged privately may fall outside Friendly Support Limited's supervision and insurance.

A Companion may accompany the Client:

• on foot;
• by bus or train;
• by taxi;
• by licensed private-hire vehicle; or
• using another agreed form of transport.

A Companion may transport a Client in their own vehicle only where Friendly Support Limited has expressly authorised this and appropriate insurance and other requirements have been confirmed.

Transport, parking, admission charges and similar expenses are not included unless expressly agreed.

Where Friendly Support Limited accepts keys or access information, reasonable precautions will be taken to protect them. Clients should provide clear information regarding:

• keys;
• alarm systems;
• lock boxes;
• door-entry codes; and
• relevant home-security procedures.

Any known loss or security incident will be addressed promptly.

Where appropriate authority has been provided, Friendly Support Limited may provide agreed updates to nominated relatives or representatives. These may include:

• confirmation that a visit took place;
• activities undertaken;
• practical matters;
• general non-clinical observations; and
• concerns that reasonably require attention.

These updates are not medical reports or clinical assessments.

Client information will be treated confidentially. Information may be shared where:

• the Client has authorised disclosure;
• an authorised Representative is entitled to receive it;
• sharing is reasonably necessary for the provision of services;
• there is an emergency;
• safeguarding concerns justify disclosure;
• disclosure is required by law; or
• another lawful basis applies.

Friendly Support Limited processes personal information in accordance with applicable UK data-protection law. A separate Company Policy will explain matters including:

• what information we collect;
• why it is collected;
• how it is used;
• who it may be shared with;
• how long it may be retained; and
• the individual's applicable data-protection rights.

Relevant health-related information will only be collected where there is an appropriate reason for doing so.

ICO Registration Number: C1900441

Friendly Support Limited will not intentionally use identifiable photographs, recordings, testimonials or personal stories relating to a Client for advertising or promotional purposes without appropriate permission. Consent for marketing purposes is voluntary and is not a condition of receiving ordinary services.

Clients should inform Friendly Support Limited about indoor CCTV or other recording systems where reasonably necessary to protect the privacy and dignity of staff and comply with applicable law. Recording must not unlawfully intrude upon a worker's reasonable expectation of privacy.

Friendly Support Limited takes suspected abuse, neglect, exploitation and coercion seriously. Where a genuine safeguarding concern exists, Friendly Support Limited may need to share relevant information with an appropriate authority or professional. This may include:

• local authority safeguarding services;
• police;
• ambulance services;
• healthcare professionals; or
• another appropriate organisation.

Where the law permits or requires it, protecting somebody from serious harm may justify disclosure without the ordinary consent of a Client or family member.

Friendly Support Limited is not an emergency service. Where a Companion reasonably believes that there is an immediate danger to life or serious safety, they may contact 999 or another appropriate emergency service. Friendly Support Limited may also contact the Client's nominated emergency contact where appropriate.

Significant accidents or incidents occurring during the provision of services may be recorded and investigated. Where appropriate, information may be shared with the:

• Client;
• Customer;
• authorised Representative;
• insurer;
• emergency service; or
• relevant authority.

Friendly Support Limited will provide contracted services with reasonable care and skill. If a Client believes that a service has not been delivered appropriately, they should contact us promptly so that we have a reasonable opportunity to investigate and, where appropriate, put matters right.

Nothing in these Terms limits statutory consumer rights.

Friendly Support Limited welcomes feedback and takes complaints seriously.

Complaints may be made using the following details:

Friendly Support Limited
Email: info@friendlysupportlimited.co.uk
Telephone / WhatsApp: 07384 440748

We aim to:

• acknowledge complaints appropriately;
• investigate matters fairly;
• maintain suitable records;
• explain our conclusions; and
• take reasonable remedial action where appropriate.

A Client will not be treated unfairly for making a genuine complaint. You can also use our complaints page.

Companions are expected to take reasonable care while in a Client's home. Any alleged accidental damage should be reported to Friendly Support Limited as soon as reasonably practicable. We will investigate the circumstances appropriately.

Friendly Support Limited is not responsible for ordinary wear and tear or for loss or damage not caused by our breach of contract or negligence.

Clients are encouraged to keep substantial cash, valuable jewellery, important documents and other high-value property securely stored. Any suspected theft should be reported promptly to Friendly Support Limited and, where appropriate, the police. Friendly Support Limited will cooperate reasonably with any legitimate investigation.

Friendly Support Limited is responsible for loss or damage where liability arises under applicable law, including foreseeable loss caused by our breach of contract or negligence.

We are not responsible for loss caused solely by:

• circumstances outside our reasonable control;
• materially inaccurate information provided to us; or
• activities undertaken contrary to our reasonable advice and outside the agreed service.

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or for fraud.

Friendly Support Limited will maintain insurance appropriate to the services it provides. Relevant details may be provided on reasonable request where appropriate.

The Client or Representative should inform Friendly Support Limited where the Client's needs materially change. Where a Client begins to require:

• regulated personal care;
• substantial physical assistance;
• medication management;
• nursing;
• medical treatment;
• continuous clinical supervision; or
• another service outside Friendly Support Limited's scope,

we may recommend that an appropriately qualified or regulated provider is engaged. Friendly Support Limited may continue to provide separate companionship alongside another provider where responsibilities are clearly defined and the arrangement is safe and appropriate.

Where agreed and permitted by the relevant organisation, a Companion may accompany or visit a Client in hospital or at another appointment. The Companion remains a companionship worker and does not assume the responsibilities of clinical or professional staff.

Extended-hours, overnight or live-in companionship requires a separate written agreement. The arrangement should specify, where relevant:

• active companionship hours;
• rest periods;
• overnight expectations;
• accommodation;
• meals;
• travel;
• expenses;
• household duties;
• privacy arrangements; and
• service boundaries.

Extended presence does not convert Friendly Support Limited's service into regulated personal care.

Friendly Support Limited may temporarily suspend services where reasonably necessary because of:

• serious safety concerns;
• safeguarding concerns;
• violence or aggression;
• unsafe premises;
• significant infectious-health risks;
• persistent non-payment;
• substantial changes in Client needs; or
• another serious reason preventing safe or lawful service delivery.

We will communicate with the Client or Representative as soon as reasonably practicable.

Unless a different notice period is stated in the Booking Confirmation, either party may normally end an ongoing regular service arrangement by giving 7 days' written notice.

Friendly Support Limited may terminate or suspend services immediately, or on shorter notice, where there is a serious reason including:

• violence;
• serious threats;
• serious harassment;
• safeguarding concerns;
• fraud or theft;
• persistent non-payment following reasonable notice;
• illegal activity;
• repeated attempts to require prohibited personal care;
• serious unsafe conditions; or
• a breakdown in the professional relationship making continuation unreasonable.

Where a Client has paid in advance for future services that Friendly Support Limited will no longer provide, the appropriate unused amount will normally be refunded or credited. This remains subject to any lawful amount due for:

• services already supplied; or
• reasonable losses properly arising under the cancellation provisions.

Services may occasionally be affected by circumstances outside our reasonable control, including:

• severe weather;
• major transport disruption;
• civil emergencies;
• widespread illness;
• major power or infrastructure failure;
• government restrictions; or
• unexpected serious staff emergencies.

Friendly Support Limited will take reasonable steps to minimise disruption and communicate with affected Clients.

Friendly Support Limited may change prices for future services. Regular Clients will be given reasonable notice of material price changes. A price change will not retrospectively increase the price of services already supplied.

These Terms may be updated where reasonably necessary because of changes to:

• law;
• regulation;
• business operations;
• insurance arrangements; or
• the nature of our services.

Material changes affecting ongoing Clients will be communicated appropriately.

These Terms are governed by the laws of England and Wales. Nothing in these Terms removes any mandatory legal or consumer protection available to the Client or Customer.

Clients, relatives and representatives must not ask Companions to perform personal-care activities informally or privately.

Where a Client's needs develop beyond Friendly Support Limited's service boundaries, we will deal with the situation sensitively and may recommend an appropriately qualified or regulated provider.