Terms and Conditions
Payments and Charges
Please ensure that you have obtained approval from the appropriate person in your organisation who authorises payments before submitting the referral document. By submitting the document you are confirming that funding has been secured for the support.
Basic report writing is included within the hourly rate, if you require a specific format please communicate this to the mentor before sessions start.
Our standard mentoring rate is £40ph plus VAT and mileage (mileage charged at 45 pence per mile).
For any activity budget, this will be agreed upon by the referring professional.
The above rate is for support taking place Monday – Friday, 9 am – 6 pm.
Please contact us for more details if you require support outside of the above times.
Payment must be made in full within 14 days of the date of invoice.
If sessions are cancelled within 48 hours, we will still charge for the session.
If a package of 6 hours a day or more is to be cancelled, we require 5 days notice.
Feedback and Support
If you experience any difficulty accessing content on our website or if you have suggestions for improving accessibility, please contact us. We value your feedback and are committed to making any necessary adjustments to improve our website's accessibility.
Email: info@skhillsforlife.co.uk
We appreciate your patience as we work to ensure that our website is accessible to all.
Privacy Statement
At SKHills for Life, we are committed to protecting your privacy. This policy explains how and why we collect personal information, how we use it, under what circumstances we may share it, and how we keep it safe. We may update this policy periodically, so please check this page occasionally to ensure you are happy with any changes.
If you have any questions about this policy or how we handle your personal information, please contact us at: info@skhillsforlife.co.uk.
How We Collect Your Information
We may collect personal information from you in the following ways:
- When you apply for our services or complete a form.
- When you contact us by phone, email, in writing, or in person.
- When you use our website.
- When applying to work with or through us.
Additionally, we may:
- Operate CCTV, sound recordings, or photography in areas where necessary to deter or document antisocial behaviour or criminal activity.
- Take photographs during events or community engagements for marketing purposes, but individual images will only be used with your consent (or your guardian’s).
We may also receive your information from third parties, such as:
- Local councils or referring agencies.
- Regulatory bodies like the police or Disclosure and Barring Service (DBS).
- Previous employers or other referees.
What Information We Collect
We may collect the following types of personal information:
- Your full name and photo identification.
- Date of birth and National Insurance number.
- Contact details (e.g., phone number, email, postal address).
- Details of any authorised representatives.
- Bank details (if applicable to your engagement with us).
- Health or medical information, including disabilities or vulnerabilities, to ensure appropriate support and safeguarding.
- Any other personal information needed to provide services or respond to your queries.
Please note: If you do not provide certain information, we may be unable to deliver services or address your needs fully.
How We Use Your Information
We use your personal data to:
- Deliver our services and respond to your enquiries.
- Manage your relationship with us, whether as a client, parent/guardian, professional contact, or partner.
- Meet our legal and regulatory obligations, including safeguarding concerns.
- Operate our internal systems securely and efficiently, including data backup and disaster recovery.
Our legal basis for processing is generally to fulfil a contract, but we may also rely on legal obligations or your consent in specific situations.
All personal data is stored securely in UK-based systems in line with best practice cybersecurity standards.
How We Communicate With You
We may contact you:
- In person, by phone, or via email.
- Through post or digital platforms (e.g., Microsoft Teams, Zoom).
We will only share your personal data with others:
- With your authorisation (verbal or written).
- Where required by law (e.g., safeguarding referrals).
- In circumstances where disclosure is necessary and lawful.
We will always aim to be transparent about such disclosures unless doing so would compromise legal obligations or another individual's rights.
Who We Share Your Information With
We may share limited personal data with:
- Contractors and agents working on our behalf (who must comply with data protection law).
- Government departments, regulators, and professional or safeguarding bodies as required.
We will retain your data only for as long as necessary to fulfil its purpose and comply with any legal or regulatory obligations.
What We Will Not Do
We will never:
- Send you unsolicited marketing communications.
- Sell your personal data to third parties.
- Transfer your personal data outside the UK or EEA without proper safeguards.
Your Rights and Complaints
You have the right to:
- Request a copy of your personal data.
- Request corrections to inaccurate or outdated data.
- Withdraw consent for data previously given voluntarily.
To make a request, please email: info@skhillsforlife.co.uk. We will acknowledge your request within 48 hours and aim to respond fully within one calendar month. In some cases, we may need to clarify your request, which may extend the timeline.
Please note: We may not be able to fulfil all requests, especially where legal exemptions apply, or where doing so could compromise the rights of others.
If you are dissatisfied with how we handle your data, you can also contact the UK Information Commissioner’s Office (ICO) for guidance or to file a complaint.
Complaints Statement
At SKHills For Life, we are committed to providing a positive experience for all our young people through the services that we offer. If you are dissatisfied with any aspect of our services, we encourage you to bring it to our attention.
To continue providing the highest quality service, we encourage you to tell us about any experiences you have – good or bad so that we can grow in line with your expectations.
Where you would like to recognise a positive experience, you have had, you can submit any compliments or other positive feedback to us via info@skhillsforlife.co.uk.
If you are unhappy about any aspect of your experience with us, wherever possible we’d encourage you to raise this with your mentor or other person directly to discuss the matter constructively.
In the unlikely event that you are unable to resolve a matter less formally, then you should raise your concerns formally in writing to info@skhillsforlife.co.uk, which will start the formal complaints process.
This policy outlines how we handle complaints and ensures that they are resolved in a fair, prompt, and professional manner.
1. What is Considered a Complaint?
A complaint is any expression of dissatisfaction or concern related to our website, services, or any other aspect of our business. Complaints can include, but are not limited to:
Issues with website functionality (e.g., broken links, slow performance)
Problems with the quality of services
Billing or payment issues
Customer support concerns
Any other dissatisfaction related to our website and services
2. How to File a Complaint
If you have a complaint, we encourage you to reach out to us via email detailing your complaint to info@skhillsforlife.co.uk
Please include as much detail as possible, including:
A clear description of the issue
Any relevant dates or times
The resolution you are seeking (if known)
3. Acknowledgment of Complaints
We will acknowledge receipt of your complaint within 3 business days. If further investigation is required, we will inform you of the steps we are taking to resolve the issue and provide an estimated time for resolution.
4. Investigation and Resolution
We take complaints seriously and aim to resolve them as quickly as possible. Once we receive your complaint, we will:
Investigate the issue thoroughly
Review all relevant information, including any feedback you have provided
Work toward a fair and satisfactory resolution
We will keep you updated on the progress of your complaint and will notify you once a resolution has been reached. We aim to resolve complaints within 10 business days, depending on the complexity of the issue.
Once the investigation is concluded you will receive our formal response.
5. Escalation Process
If you feel that your complaint has not been resolved to your satisfaction, you may escalate it to the next level, this may involve one of the following:
External adjudicator – Depending on the nature of the complaint, you may suggest a suitable individual to independently review the issue and offer an opinion on a fair and reasonable resolution. For this process to be effective, both parties must be willing to participate and accept that the adjudicator's findings may not be in their favour. We will make every effort to approve your nominated adjudicator promptly and to implement any recommendations, provided we also consider them fair and reasonable. If we disagree with the proposed outcome, we will clearly explain our reasons.
Safeguarding/local authority – If your complaint involves a young person and may have safeguarding implications, it may be referred to the local authority safeguarding team. They will assess the matter and provide their findings, along with any required actions. Please note that, regardless of any complaint, we have a legal obligation to report certain concerns to the local authority safeguarding team when necessary.
Our primary aim is to ensure that concerns are addressed early so that a formal complaint isn’t necessary. However, if you do feel the need to raise a complaint, we will always seek a resolution that is fair and mutually acceptable. If a resolution cannot be reached, you have the option to pursue the matter through the County Court as a final step. Should you consider legal action, we strongly recommend obtaining specialist legal advice beforehand.
6. Your Rights
As a user, you have the right to:
Receive clear and honest information about the status of your complaint
Have your complaint treated with confidentiality and respect
A fair resolution to your issue, in line with our policies and applicable law
We appreciate your feedback and are committed to continuously improving our services.