Terms and Conditions of Business

1. Introduction

These Terms and Conditions of Business set out the basis on which 2Manage Concern provides consultancy services to Clients in relation to raising complaints against health and social care providers. By engaging 2Manage Concern, the Client agrees to be bound by these Terms and Conditions of Business.

2. Definitions

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Service user means the person receiving care and support. The Client means the person who has paid for the advice and has contact with 2Manage Concern.

3. Services Provided

2Manage Concern provides independent advice, guidance, and practical support to assist the Client in making a complaint.
 

Services may include: reviewing documentation, preparing wording, advising on complaint processes, and supporting the Client in communications with care providers and third parties.
 

2Manage Concern does not provide legal representation or regulated legal services. Where specialist legal advice is required, the Client should contact a qualified solicitor or relevant professional.

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4. Fees and Pricing

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Service                                                                                                                      Fee

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Initial 15-minute consultation                                                                          Free

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30-minute supportive discussion + complaint wording                       £25.00

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15-minute follow-up consultation (if required)                                         £10.00
(Meetings under 15 minutes are rounded up to 15 minutes)

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Representation at meetings (Zoom/Teams/telephone)
Includes preparation and first hour                                                              £60.00
(Payable regardless of meeting duration)

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Additional time thereafter                                                                                £40.00 per hour
(Billed in 15-minute increments of £10.00,

rounded to the nearest quarter hour)

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​​5. Expenses

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Any reasonable expenses incurred (e.g., travel, copying, postage) will be reimbursable by the Client, subject to prior agreement.

6. Client Responsibilities

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The Client must provide accurate and complete information relevant to their complaint.

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The Client remains solely responsible for decisions made and the outcome of any complaint, regulatory process, or legal proceedings.

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The Client acknowledges that 2Manage Concern cannot guarantee the success of any complaint.

7. Confidentiality and Data Protection

2Manage Concern will treat all information provided by the Client as strictly confidential, except where disclosure is required by law or to prevent serious harm.

2Manage Concern will comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 in handling personal and sensitive information.

A Data Protection Policy along with the Privacy Policy is separate from these Terms and Conditions and a copy can be accessed using the link at the foot of the 2Manage website. 
 

8. Safeguarding

If, in the course of providing services, 2Manage Concern becomes aware of information suggesting risk of harm to a vulnerable adult or child, 2Manage Concern may be legally obliged to disclose this information to the relevant safeguarding authorities.

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9. Intellectual Property

Any templates, guidance materials, or resources provided remain the property of 2Manage Concern.
 

The Client is granted a license to use such materials solely for personal purposes relating to their complaint.

10. Liability

2Manage Concern shall not be liable for any indirect, consequential, or economic loss.

2Manage Concern’s liability in respect of any claim shall not exceed the total fees paid by the Client in respect of the engagement.

2Manage Concern is not responsible for the actions, responses, or decisions of health and social care providers, regulators, or third parties.

11. Termination

Either party may terminate the engagement by giving 7 days’ written notice.

2Manage Concern may terminate immediately in the event of non-payment, breach of these Terms and Conditions, or if continuing would place 2Manage Concern in breach of law or professional obligations.

12. Variation

No variation of these Terms and Conditions will be valid unless evidenced in writing and signed by 2Manage Concern.

13. Entire Agreement 

These Terms and Conditions supersede any previous agreements, arrangements, documents or other undertakings either written or oral.

14. Force Majeure

Advice, guidance, and practical support to assist the Client in making a complaint may be totally or partially suspended by 2Manage Concern to the extent that delivery is prevented through any circumstances beyond its control.

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15. Queries

If a court finds part of these Terms and Conditions illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if 2Manage Concern delays in enforcing any of these Terms and Conditions, 2Manage Concern can still enforce them later. If 2Manage Concern does not insist immediately that you do anything you are required to do under these terms, or if 2Manage Concern delays in taking steps against you in respect of your breaking these Terms and Conditions, that will not mean that you do not have to do those things and it will not prevent 2Manage Concern taking steps against you at a later date. 

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16. Governing Law

These Terms and Conditions plus any dispute or claim arising out of or in connection with them or their subject matter or formation of these Terms and Conditions (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales, or Scotland, as appropriate.

2Manage Concern and the client both irrevocably agree that the courts of England and Wales, or Scotland, as appropriate, shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or its subject matter or formation (including any other disputes or claims).​

Schedule 1: Scope & Limitations

1. Scope of Services

Provide advice, guidance, and support to adults making complaints about health and social care services in England.

Assist in drafting complaint wording, reviewing provider responses, and advising on next steps within recognised complaints procedures.
 

Offer guidance on escalating complaints to regulators, ombudsman services, or other appropriate bodies where relevant.

2. Excluded Services

2Manage Concern does not provide advice, guidance, or support in relation to:

• Complaints concerning children’s services or children receiving care.

• Services delivered by registered care providers in Scotland, Wales, or Northern Ireland.

• Matters relating to funding, financial eligibility assessments, or financial contributions to care.

• Legal representation, advocacy at tribunals, or regulated legal advice.

• Medical, therapeutic, or clinical advice.

3. Limitations

2Manage Concern cannot guarantee the outcome of any complaint.
 

2Manage Concern is not responsible for the decisions or actions of care providers, regulators, ombudsman services, or other third parties.
 

Clients are strongly encouraged to seek specialist legal, medical, or financial advice where issues fall outside the scope of 2Manage Concern’s services.

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