Terms and conditions

CWS Care Quality Consultancy, London. These terms apply to all services unless varied by a signed written agreement.

1. Care packages

Prices are per month. Unless otherwise stated, services described as annual are delivered once per twelve-month period. Fees are scaled to the size of the service.

Care packages are subject to a minimum twelve-month agreement (the “Minimum Period”). Payment consists of an initial payment followed by a minimum of eleven monthly payments, charged by Direct Debit or to the card provided. In the event of early termination, payments continue to be taken until the end of the Minimum Period. The agreement renews automatically for successive twelve-month periods unless either party gives written notice of non-renewal at least thirty days before the end of the current term.

2. One-off services

Remote mini mock inspections are payable in advance. Work begins when the complete agreed evidence set has been received; the stated turnaround of three to five working days runs from that point, not from the date of order.

In-person mock inspections, training, coaching, turnaround and investigation work are quoted individually and confirmed in writing before work begins.

3. Cancellation and refunds

For remote mini mock inspections, you may cancel and receive a full refund at any time before evidence is submitted. Once review of the evidence has begun, the fee is non-refundable.

On-site engagements cancelled with more than ten working days’ notice are refunded in full. Cancellation with five to ten working days’ notice is charged at fifty per cent. Cancellation with fewer than five working days’ notice is charged in full, as the time cannot be re-allocated.

4. Your responsibilities

Our findings reflect the information made available to us. You are responsible for providing accurate, complete and current records and for facilitating reasonable access to staff, premises and systems where agreed.

You remain at all times the registered provider. Nothing in our work transfers regulatory, statutory or professional responsibility for your service to us. Decisions about your service, and any submissions to the regulator, remain yours.

5. Safeguarding and statutory duties

If, during any engagement, we identify information indicating that a person is at risk of abuse, neglect or serious harm, we will raise it with you immediately. Where the response is inadequate, or where the risk is immediate, we will make a safeguarding referral to the relevant local authority and, where required, notify the Care Quality Commission. This duty overrides confidentiality and cannot be waived by agreement.

6. Confidentiality

We treat all information about your organisation, staff and the people you support as confidential and will not disclose it to any third party except where required by law, by a regulator, or under clause 5.

Reports and materials we produce are for your internal use and for submission to your regulator or commissioners. They may not be published or provided to third parties for commercial purposes without our written consent.

7. Data protection

Where we process personal data on your behalf you are the controller and we are the processor. A written data processing agreement under Article 28 UK GDPR is provided and must be in place before care records are shared.

Care records containing health data are special category data under UK GDPR Article 9. They are transferred only through the access-controlled folder we provide, which is encrypted in transit and at rest. Please do not send care records as email attachments. Access is limited to named individuals and is withdrawn at the end of the engagement.

8. Liability

We provide professional advisory services in good faith and to a reasonable standard of skill and care. We do not guarantee any particular regulatory rating or inspection outcome, as ratings are determined solely by the Care Quality Commission.

Our total liability arising from any engagement is limited to the fees paid for that engagement. We are not liable for indirect or consequential loss, including loss of profit, contracts, occupancy or reputation. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be limited.

We hold professional indemnity insurance. Details are available on request.

9. Intellectual property

Methodologies, frameworks, templates and tools we use or supply remain our intellectual property. You receive a non-exclusive licence to use them within your own organisation. They may not be resold, published or supplied to other providers.

10. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Last updated August 2026. Questions: info@cwscarequalityconsultancy.co.uk