Individual subscription terms and conditions

Please note these are the terms and conditions for taking out an individual subscription to CATCH. You can also view our Site terms and conditions.



1. These terms

1.1 What these terms cover. These are the terms and conditions on which we make CATCH (“the Hub”) available to you. The Hub is an online platform available at created to provide support to the adoption community and looked after children community. Access to The Hub is available on a subscription basis and gives users access to eLearning materials, adopter and special guardians forum, webinars and resources, and one-to-one web chat facilities (“Services”).

1.2 What these terms cover. These are the terms and conditions on which we make CATCH (“the Hub”) available to you. The Hub is an online platform available at created to provide support to the adoption community and looked after children community. Access to The Hub is available on a subscription basis and gives users access to eLearning materials, adopter and special guardians forum, webinars and resources, and one-to-one web chat facilities (“Services”).

1.3 How these terms are set out. We have divided these terms into two parts to make them easier to read. Part 1 sets out our terms for the Hub subscription and Part 2 sets out our terms about using the Hub. You must ensure you read both parts as a whole.

2. Information about us and how to contact us

2.1 Who we are. We are Parents And Children Together (collectively referred to as “PACT“, “we“, “us” or “our”) registered in England and Wales under charity number 285214 and our registered office is at 7 Southern Court, South Street, Reading, RG1 4QS.

2.2 How to contact us. You can contact us by telephone on 0300 456 4800 or by writing to us at

2.3 How we may contact you. If we have to contact you we will do so by writing to you at the email address (or postal address you provided to us when you created your account).

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.5 There are other terms that may apply to you. The following additional terms, which also apply to your use the Hub are listed below:

2.5.1 Privacy Notice available: which provides you with information on how we process your personal data;

2.5.2 Safeguarding procedure and policy available: which sets out the procedure we follow to keep you and your family safe and what we need to do if there is a safeguarding issue;

2.5.3 Rules and guidelines of each of the forums and web chat facilities available: and and

2.5.4 Complaints procedure and policy available: which sets out the procedure we follow when dealing with a complaint and details on how you can make a complaint.

These documents are collectively referred in these terms as the “Policies”.

3. Our contract with you

3.1 How we will accept your subscription. Our acceptance of your subscription will take place when we email you with successful confirmation of the sign up process, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your subscription. If we are unable to accept your subscription, we will inform you of this and we will not charge you.

3.3 Your account details are confidential. When you create an account with the Hub you will be required to create a username and password. You must keep this information confidential and you must not disclose it or share it with anyone else.

3.4 You will be responsible for all activities that occur with your user account. If you suspect someone else has access to your password, please change it immediately using the password reset function on the website and let us know as soon as possible if your account has been compromised.

3.5 Users who are adopters or special guardians must create an anonymous username for use on the forums. If you use an identifying or inappropriate name within your chosen username, we will ask you to change it or we may disable your access to the Hub and terminate your subscription.

3.6 Our subscription is only available to the UK. The Hub is directed to people residing in the United Kingdom. We do not represent that content available on or through the website is appropriate for use or available in other locations.

4. Your rights to make changes

If you wish to make a change to your subscription please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7- Your rights to end the contract).

5. Our rights to make changes

5.1 We may change the Services for a variety of reasons, including but not limited, to:

5.1.1 reflect changes in relevant laws and regulatory requirements;

5.1.2 update and add digital content as part of our Services; and

5.1.3 implement minor technical adjustments and improvements, for example to address a security threat to our website.

5.2 More significant changes to the Services and these terms. We may make changes to these terms or the Services at any time, if we do we will notify you and you may then contact us to end the contract before the changes take effect and, if applicable, receive a refund for any paid but unused subscription.

6. Providing the products

6.1 When we will provide the Services. When you subscribe to CATCH we will let you know when you can login and have access to the Services. We will supply the Services to you until you end the contract as described in clause 7 or we end the contract by written notice to you as described in clause 9.

6.2 We are not responsible for delays outside our control. If our supply of the Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for the subscription if you have not been able to access the Hub from when you sign up to the subscription.

6.3 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Services to you, for example, payment details to deduct the subscription fee. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

6.4 Reasons we may suspend the subscription. We may have to suspend the subscription for Services to:

6.4.1 deal with technical problems or make minor technical changes;

6.4.2 update the Services to reflect our users’ needs; or

6.4.3 make changes to accommodate our business or charitable priorities.

6.5 Your rights if we suspend the supply of Services pursuant to this clause 6. We will contact you in advance to tell you we will be suspending supply of the Services, unless the problem is urgent or an emergency. If we have to suspend the subscription for longer than 4 weeks in any 12 month period we will adjust the price so that you do not pay for the subscription while access is suspended. You may contact us to end the contract if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 4 weeks and we will refund any sums you have paid in advance for the subscription in respect of the period after you end the contract.

6.6 We may also suspend the subscription if you do not pay. If you do not pay us for the subscription when you are supposed to (see clause 11.2) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend your access to the Services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending the subscription. We will not suspend the subscription where you dispute the unpaid fee (see clause 11.6). We will not charge you for the subscription during the period for which it is suspended.

7. Your rights to end the contract

7.1 You can always end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with the Services, how we are performing and when you decide to end the contract:

7.1.1 If the Services provided as part of the subscription are misdescribed you may have a legal right to end the contract or to get some or all of your money back, see clause 10;

7.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2;

7.1.3 If you have just changed your mind about the subscription, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions; and

7.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.4.

7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 7.2.1 to 7.2.5 below the contract will end immediately and we will refund you for the time in which we did not supply the Services as part of the subscription. The reasons are:

7.2.1 we have told you about an upcoming change to the Services or these terms which you do not agree to (see clause 5.2);

7.2.2 we have told you about an error in the price or description of the Services and you do not wish to proceed;

7.2.3 there is a risk that access to the Services may be significantly delayed because of events outside our control;

7.2.4 we have suspended supply of the Services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 4 weeks; or

7.2.5 you have a legal right to end the contract because of something we have done wrong and you may be entitled to compensation.

7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most services bought online you have a legal right to change your mind within 14 days and receive a refund. This right also applies to when you purchase a subscription from us, which means that you have a 14 day cooling-off period. The cooling-off period starts after the day we email you to confirm your subscription, in which case you can cancel the subscription and receive a full refund for any payments you have made provided that you have not accessed the Hub. If you have used the Services or accessed the Hub (even during the cooling-off period) you can still cancel but you must pay us from the start of your subscription up until the time you tell us that you have changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

7.4 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract. If you want to end the contract, just contact us to let us know. The contract will end at the end of the relevant subscription period:

7.4.1 If you pay monthly for your subscription, the subscription will not automatically renew and the contract will end on the final day of your subscription; or

7.4.2 If you pay for your subscription annually, the subscription will not automatically renew and the contract will end on the final day of the 12 month period.

We will write to you with confirmation of the end date of your subscription (which will be the date on which your access to the Adoption Hub will finish).

8. How to end the contract with us (including if you have changed your mind)

8.1 Tell us you want to end the contract. To end the contract with us, please let us know by emailing us at Please provide your name, contact details and username.

8.2 When your refund will be made. If you are entitled to a refund under these terms we will refund you any amounts owed to you by the method you used for payment within 14 days of cancellation. Any refunded amounts may be less any administrative fees applied by PACT or other organisations involved in the transaction.

9. Our rights to end the contract

9.1 We may suspend and/or end the contract if you break it. We may suspend and/or end the contract for Services at any time by writing to you if:

9.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

9.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services;

9.1.3 you share your username and/or password with someone else; or

9.1.4 you breach these terms and conditions or any of our Policies;

9.1.5 there are concerns regarding your behaviour on the Hub or serious safeguarding concerns arise.

9.2 You will remain liable for the payment of fees during any suspension period. Unless this agreement has been terminated, we will work with you to restore access to the Services once if we are satisfied that the you have resolved the condition causing the suspension. Reinstating the Services after suspension in these circumstances and those set out in clause 24 is entirely at our discretion.

9.3 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for the subscription but we may deduct or charge you reasonable compensation for any usage you have made of the Services prior to the contract ending as well as the net costs we will incur as a result of your breaking the contract.

9.4 We may withdraw the Services. We may write to you to let you know that we are going to stop providing the Hub. We will let you know at least 30 days in advance of stopping the subscription and will refund any sums you have paid in advance for Services which will not be provided.

10. If there is a problem with the Services

10.1 How to tell us about problems. If you have any questions or complaints about the Services, please contact us. You can write to us at or contact us by telephone on 0300 456 4800.

11. Price and payment

11.1 Where to find the price for the Services. The price of the subscription (which includes VAT) will be the price indicated on the sign up pages, depending on whether you subscribe on a monthly or annual basis. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.5 for what happens if we discover an error in the price of the subscription.

11.2 When you must pay and how you must pay. We list our accepted payment methods on our website. You must pay for the subscription in advance at the time of order before you will have access to the Hub, either:

11.2.1 In full on an annual basis, the annual period will run for 12 months from the date you receive access to the Services; or

11.2.2 In monthly instalments, which will run for one calendar month from the date you receive access to the Services.

The Subscription will then automatically renew on either a monthly or annual basis (whichever is applicable) unless you contact us to cancel.

11.3 Subscriptions will automatically renew. Your subscription will automatically renew and we will deduct payment from the payment method you have provided when you signed up to the Hub. You will need to let us know if you want to cancel the subscription in accordance with clause 8.

11.4 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date your subscription starts, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.5 What happens if we got the price wrong. It is always possible that, despite our efforts, our website may refer to an incorrect subscription price. We will normally check prices before accepting your order so that, where the subscription’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

11.6 What to do if you think a price is wrong. If you think a price is wrong please contact us promptly to let us know and we will investigate this for you.

12. Our responsibility for loss or damage suffered by you

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sign up process.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services including the right to receive Services which are: as described and match information we provided to you; are of satisfactory quality; fit for any particular purpose made known to us and supplied with reasonable skill and care.

12.3 When we are liable for damage to your property. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice or for damage which was caused by breaching these terms or our Policies or if you did not have in place the minimum system requirements for your hardware or devices.

12.4 We are not liable for business losses. We only supply the subscription to you for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. Other important terms

13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 30 days of us telling you about it and we will refund you any payments you have made in advance for the subscription.

13.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

13.4 If a court finds part of this contract 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.

13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the subscription, we can still require you to make the payment at a later date.

13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.



14. We are the owner or the licensee of all intellectual property rights on the Hub, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

14.1 You may print off one copy, and may download extracts, of any page(s) from the Hub for your personal use. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

14.2 If you print off, copy or download any part of the Hub in breach of these terms of use, your right to use the Hub will stop immediately and you must, at our option, return or destroy any copies of the materials you have made.

14.3 Our status (and that of any identified contributors) as the authors of content on the Hub must always be acknowledged.

14.4 You must not use any part of the content on the Hub for commercial purposes without obtaining a licence to do so from us or our licensors.

15. You must not rely on information available on the Hub. The content on the Hub is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking (whether from us or another professional), or refraining from, any action on the basis of the content on the Hub. Although we make reasonable efforts to review the information on the Hub, we make no representations, warranties or guarantees, whether express or implied, that the content on the Hub is accurate, complete or up to date.

16. User generated content is not approved by us. The Hub may include information and materials uploaded by other users, including to forums and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on the Hub do not represent our views or values.

17. When you upload content to the Hub and the rights you grant us. Whenever you make use of a feature that allows you to upload content to the Hub, or to make contact with other users, you must comply with the content and safeguarding provisions set out in these terms and our Policies.

17.1 You warrant that any such contribution complies with our terms and Policies, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

17.2 Any content you upload to the Hub will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.

17.3 When you upload or post content to the Hub, you grant us the following rights to use that content:

17.3.1 a worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, distribute, prepare derivative works of, display, and perform that user-generated content in connection with the Service provided by the Hub and across different media including to promote the Hub and Services forever.

17.4 We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to the Hub constitutes a violation of their intellectual property rights, or of their right to privacy.

17.5 We have the right to disable your account and terminate your subscription and/or remove any posting you make on the Hub if, in our opinion, your post does not comply with the content standards set out in our Policies.

17.6 You are solely responsible for securing and backing up your content.

18. We are not responsible for viruses and you must not introduce them. We do not guarantee that the Hub or any of our Services will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access the Hub. You should use your own virus protection software.

18.1 You must not misuse the Hub by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Hub, the server on which the Hub is stored or any server, computer or database connected to our website. You must not attack the Hub or our websites via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Hub will stop immediately.

18.2 Linking to the Hub. You must obtain our written consent to include any links to the Hub and our Services. This can be requested by emailing We reserve the right to require links to be removed if we believe it is not in our interest.

19. We are not responsible for websites we link to. We may provide links to other organisations for your convenience. This does not signify that we endorse or approve the linked website(s) or information you may obtain from them and we cannot guarantee or be responsible for their content or accessibility. We recommend you read their privacy policies and terms and conditions. We have no control over the contents of such sites or resources.

20. We retain all rights in our intellectual property. The Hub logo and other logos associated with PACT’s services may not be used without our prior written consent. Requests to use our trademarks should be sent to

20.1 The Hub contains material which is owned by or licensed to PACT. Copyright material includes, but is not limited to, trademarks, information, publications, images, videos, and the design, layout and appearance of the website. Some information, materials or photos on the Hub may be the property of another copyright owner, used here with their permission, and must not be used without their consent.

20.2 No part of the Hub may be reproduced, framed or stored in any other website or included in any public or private electronic retrieval system or service without our prior written consent.

21. You may use the Hub only for lawful purposes. You may not use the Hub:

21.1 In any way that breaches any applicable local, national or international law or regulation;

21.2 In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;

21.3 For the purpose of harming or attempting to harm minors in any way;

21.4 To bully, insult, intimidate or humiliate any person;

21.5 To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards and Policies;

21.6 To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam); or

21.7 To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware including the use of bots.

You also agree:

21.8 Not to access without authority, interfere with, damage or disrupt:

21.8.1 any part of the Hub or our website;

21.8.2 any equipment or network on which the Hub is stored;

21.8.3 any software used in the provision of the Hub; or

21.8.4 any equipment or network or software owned or used by any third party.

22. Interactive services. We provide interactive services on the Hub, including, without limitation: web chat and forums.

22.1 We will provide clear information to you about the kind of service offered through our interactive services, if it is moderated and what form of moderation is used (including whether it is human or technical).

22.2 We will do our best to assess any possible risks for users related to the use of the interactive service provided on the Hub, and we will decide in each case whether it is appropriate to use moderation (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on the Hub, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards and/or Policies, whether the service is moderated or not.

22.3 The use of the Hub and any of our interactive services by a minor is prohibited.

22.4 Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

23. Content standards. These content standards and Policies apply to any and all material which you contribute to the Hub (“Contribution”), and to any interactive services associated with it.

23.1 These content standards must be complied with in spirit as well as to the letter. The standards apply to each part of any Contribution as well as to its whole.

23.2 PACT will determine, in its discretion, whether a Contribution breaches the Content Standards.

23.3 A Contribution must:

23.3.1 Be accurate (where it states facts);

23.3.2 Be genuinely held (where it states opinions); and

23.3.3 Comply with the law applicable in England and Wales and in any country from which it is posted.

23.4 A Contribution must not:

23.4.1 Disclose the identity of any users or children;

23.4.2 Be defamatory of any person;

23.4.3 Be obscene, offensive, hateful or inflammatory;

23.4.4 Bully, insult, intimidate or humiliate;

23.4.5 Promote sexually explicit material;

23.4.6 Include child sexual abuse material;

23.4.7 Promote violence;

23.4.8 Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;

23.4.9 Infringe any copyright, database right or trade mark of any other person;

23.4.10 Be likely to deceive any person;

23.4.11 Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence;

23.4.12 Promote any illegal content or activity;

23.4.13 Be in contempt of court;

23.4.14 Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety;

23.4.15 Be likely to harass, upset, embarrass, alarm or annoy any other person;

23.4.16 Impersonate any person or misrepresent your identity or affiliation with any person;

23.4.17 Give the impression that the Contribution emanates from PACT, if this is not the case;

23.4.18 Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse;

23.4.19 Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism; or

23.4.20 Contain any advertising or promote any services or products.

24. Breach of our content standards and Policies. When we consider that a breach has occurred, we may take such action as we deem appropriate.

25. Failure to comply with our content standards and Policies constitutes a material breach of these terms and may result in our taking all or any of the following actions:

25.1 Immediate, temporary or permanent withdrawal of your right to use the Hub and your subscription;

25.2 Immediate, temporary or permanent removal of any Contribution uploaded by you to the Hub;

25.3 Issue of a warning to you;

25.4 Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach;

25.5 Further legal action against you;

25.6 Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law; and

25.7 We exclude our liability for all action we may take in response to breaches of our content standards and Policies. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

26. Your feedback is important to us

26.1 We need to know if our services are being provided effectively and if we are meeting your needs. Please let us know if our staff or services have been helpful by calling 0300 456 4800 or emailing us at

26.2 If you are unhappy with any part of our service, please let us know and we will try to settle the matter as soon as possible.