Terms and Conditions

By completing an order and/or making a booking with Complete Communication Services LTD you are agreeing to the following terms and conditions. You will be asked to agree to these terms and conditions before ordering Services from Complete Communication Service LTD. 

Please read them carefully.

(1) Definitions and interpretation
In this Agreement “we” means Complete Communication Services LTD (and “us”, “our” and “company” shall be construed accordingly); and “you” means our customer for Services (and “your” shall be construed accordingly).

In this Agreement, the following definitions shall apply:

“Agreement” means this agreement.

“First Acknowledgement” means the initial automatic email acknowledgement which we will send to you after receiving your Order.

“Order” and “booking” means your order for Services made with us.

“Second Acknowledgement” means the email acknowledgement which we will send to you (where appropriate) confirming acceptance of your Order.

“Services” means services which may be purchased by you from us.

“Communication Professional” means service provider provided by Complete Communication Service Ltd as an agent, which could include but is not limited to the following:

  • BSL/English Interpreter
  • Lipspeaker
  • Manual and/or Electronic Notetaker
  • Speech-to-text Reporter
  • Communication Support Worker (CSW)

“DSA” means services that are funded by Disabled Student Allowance by which may be purchased by you from us.

“Site” means the website at www.completecommunicationltd.com and any successor site operated by us from time to time.

(2) This Agreement
The advertising of Services on the Site constitutes an “invitation to treat” and your Order for Services constitutes a contractual offer. No contract comes into force between you and us unless and until we accept your Order as detailed below.

To submit an Order, you will need to take the following steps: 

(i) You must select the Services (and quantities) that you require, and email this request to us to confirm.

(ii) After we have received your Order, we will send you the First Acknowledgement, whereby we will ask for additional details about the booking and send you a quote to be agreed and signed. Subsequently, where we accept your Order, we will send you the Second Acknowledgement.

We may update the version of this Agreement on the Site from time to time, and we do not guarantee that the version you have agreed to will remain accessible. We therefore recommend that you download, print and retain a copy of this Agreement for your records.

The only language in which we offer this Agreement is English.

Before you place your Order, you will have the opportunity of identifying whether your order meets your needs and we will request your personal details and invoicing information. You should correct any errors before proceeding.

(3) About us
Our full name is Complete Communication Serviced LTD. Our headquarters is at Unit D4, Phase 4, Plymouth Science Park, 18 Davy Road, PL6 8BX. Our company registration number is 11998695. Our email address is contactus@completecommunicationltd.com. Our VAT number is 349647455.

(4) Price
Prices for Services are quoted on request. The company provides a large number of Services and it is always possible that some of them may be incorrectly priced. We will verify prices as part of our sale procedures so that a correct price will be stated when you pay for the service.

All fees and allowances shall be negotiated and agreed before assignment(s) commence and paid in full no later than 30 days following receipt of the invoice. In addition to the price of the service, you may have to pay a travel and/or additional costs to complete the booking, which will be as stated at the time of booking. 

A supplementary fee for working unsociable hours shall be agreed and added to the booking fee, for assignments between the hours of 18:00 and 09:00 or at weekends or public holidays. 

Where a Communication Professional is required, from the outset, to work longer than the working day a supplementary fee shall be negotiated at an agreed hourly rate.

The prices on the Site and charged by us include any UK value added taxes (where applicable).

Prices for services are liable to change at any time, but changes will not affect Agreements which have come into force.

(5) Payment
Payment in respect of a Service must be made within 30 days at the time of which the invoice is received, unless we agree otherwise. We may withhold the Services and/or terminate this Agreement if the price is not received from you in full, on time, in cleared funds.

·Please provide the following invoice information and return to Complete Communication Services Ltd by email to finance@completecommunicationltd.com

  • Organisation name:
  • Department:
  • Name: 
  • Address:
  • Postcode:
  • Contact Telephone:
  • Mobile:
  • Email:
  • Name of person authorising booking:
  • Purchase Order Number:

Payment for all services must be made by bank transfer (BACS), unless otherwise agreed.

Interest shall automatically be applied at 8% over base rate (or such rate as is determined by statute, the latter prevailing), to all overdue sums from the first date on which they become due until they are paid in full. 

 You will also be charged administration fees for compensation for debt recovery costs per invoice (£40 for each invoice sent up to £1,000, £70 for an invoice over £1,000 and up to £10,000). 

We may from time to time in our absolute discretion set up a customer account which will enable a business customer to issue Orders, and we will invoice for the price in respect of each Order on or at any time after receipt of that Order, and you will pay any such invoices within 30 days following the date of the invoice. Customer accounts will be subject to credit limits which we may vary from time to time in our absolute discretion.

(6) Provision of British Sign Language (BSL) and/or Deaf Awareness courses

On receipt of your application via our website, your application will be reviewed by our BSL team to assess your eligibility. Once this is completed, we will email you to confirm our decision (offer/decline a place or request additional information). We reserve the right to request additional information and/or an interview, which will he undertaken by a member of the teaching team to assess your signing ability.

Once a place is offered, we require that a non-refundable course deposit is received via bank transfer (BACS) and our welcome Pack is signed. The Welcome Pack will be emailed to you electronically and once completed will be returned to us automatically. 

Within the Welcome Pack, you will be required to sign our contract, social media policy, Photography permission form and indicate which payment options you would like to take. Full payments are accepted as a preference and payments plans are available at our absolute discretion. Payment is required inline with the payment option agreed at the time of signing the document.

We will provide all students engages on our courses with a copy of our BSL policies and procedures document. We require all students engaged on our courses to read, understand and adhere to the document. Complete Communication reserve the right to adjust the methods of which our courses are delivered in the best interest of our staff and students. By which, face-to-face teaching may be moved online or vice versa.

(7) Provision of Disabled Student Allowance services
The student will receive order confirmation from Complete Communication Services LTD within 24 hours of receipt of your order/DSA award letter.  Once we have have reviewed the order/DSA award, our team will be in touch to make contact to gain details around your booking request to assist us with arranging the set up of your support provision, whereby we will discuss preferences and confirm the bookings. You will be emailed to set up your online portal account, whereby you can access the documents held by us and manage your bookings.


All support provided needs to be evidenced in the form of a timesheet that we send then to Student Finance England. These timesheets will be provided to you by your support consultant via our online portal. The student is required to review, sign and return the timesheet to us within 48 hours. Should timesheets be returned late on a repeated basis, this may result in support being suspended.

Cancellation policy:

If you are unable to attend a booked support session, you must contact us in writing at the earliest opportunity. You can do this by emailing bookings@completecommunicationltd.com.

If cancellations are made with less than 24 hours’ notice or you do not turn up for a scheduled support session, you will be liable to cover the costs of the support session yourself unless your funding body agrees to cover the costs on your behalf. Costs for support sessions are detailed in your DSA funding confirmation letter provided to you by your funding body.

Certain funding bodies such as Student Finance England (SFE) will cover the cost of missed training sessions where certain conditions are met. SFE will fund a maximum of 2 missed training sessions per term as long as a reason for the missed session has been given to us.

Missed session funding policies from other funding bodies may vary, and it is your responsibility to check with your funding body to see whether they will cover the cost of a missed training session should this occur.

Please note that the 24-hour notice period is only applicable during normal office working hours, which are: Monday to Friday, 9:00 to 17:00.

Therefore, for sessions scheduled from 17:00 on a Saturday to 09:00 on a Tuesday, you must provide notice of cancellation before 17:00 on a Friday.


During the students course, we encourage students to get in touch to provide us with ad-hoc feedback on the support they are receiving. This can be done via email or on the phone.

Additionally, to ensure that you receive the high level of support that you expect is vital to us. At times during the year, we will ask for feedback on the support provision in place. Please do help us by completing these feedback forms.

Complaints procedure:

We are dedicated to providing students with the high level of service at all times, but if you are not satisfied, please contact any of our staff. We will listen, handle your complaint promptly, fairly, and in a non-confrontational way. We will try to find a solution wherever we can, and we welcome your feedback.

A copy of our complaints procedure, is available here: Complaints procedure

(8) Provision of Communication Services
Where this Agreement relates to the provision of Communication Services, we will contact you within 48 hours of our Second Acknowledgement to arrange for the provision of those Services.

We will provide the Services at your business premises, home address or agreed location in the UK or Ireland at a time or at times to be mutually agreed.

You have no right under this Agreement to specify which individual or individuals will provide the Services. No record of a Communication Professionals work shall be made without the Complete Complete Communication Services LTD’s prior consent, except where such recording is inherent within legal proceedings. Recordings, which are intended for broadcast or publication, may incur an additional fee. 

The communication professional will make every effort to arrive at least 10 minutes prior to the assignment time. Should either the hearing, deaf or disabled client not have arrived for commencement of the assignment, the communication professional will wait for approximately 15 minutes before leaving and the full booking fee will be charged to the client.

In order to comply with health and safety regulations, communication professionals need a 5 minute break every 20 minutes. Where an assignment requires continuous Communication Support for any period of more than one hour, a team of a minimum of two Communication Professionals shall be engaged to provide the service. 

As an exception to the above, Communication Professional may work alone, only when the booking conditionals allow for adequate breaks etc. The final decision around this is at the discretion of Complete Communication Services LTD.

No persons who are not members of the Communication Support team may be used as a Communication Professional to complement the team.

Furthermore, no guarantee can be given as to the absolute accuracy of any of the services provided by our Communication Professionals, however, due effort will be put in to maintain a high standard and to the best of his or her ability, knowledge and belief. 

We have the right to cancel Services under this Agreement at any time where in our reasonable opinion: (i) your premises or address at which you would like us to provide the Services is unsuitable for the provision of Services; (ii) the provision of the Services may lead to a risk to the health or wellbeing of the individual(s) who would provide those Services.

If you fail to receive Services at the pre-arranged place and time, you will lose your right to the provision of those Services (and will not be entitled to any refund in respect of those Services or released from any liability to make payment in relation to those Services).

If the Services have not been provided within a period of 12 months following the date of our Second Acknowledgement, and where (in our reasonable opinion) this failure arises primarily from your failure to be available to receive the Services on sufficient and suitable dates and times, you will automatically lose the right to receive the Services under this Agreement.

(9) Non-Solicitation agreement

The Client, Deaf Customer or any party linked to the booking shall not approach any communication professional provided by us to work for them directly, any communication professional freelancer, employee or sub-contractor introduced to them by Complete Communication Services Ltd. This will last for twelve months after the booking period has finished. 

(10) Consumer rights and cancellation policies

British Sign Language (BSL) and Deaf Awareness courses

If you enter into this Agreement as a consumer, you may insofar as the Agreement relates to British Sign Language courses and/or Deaf awareness courses. Cancellations must be received in writing at least 24 hours prior to the course commencing. Once the course has commenced, the customer is liable for the full cost of the course regardless of whether they chose to attend or not.

Communication Services
If you enter into this Agreement as a consumer, you may insofar as the Agreement relates to communication Services, cancel at least 15 days prior to the service commencing. Following this, the following terms will be in place:

Cancellation Terms:
Seven days or less: Full Fee
Eight – Fourteen days: Half Fee
Fifteen days onwards: £30 admin fee

If an accepted assignment is curtailed or cancelled either wholly or in part, or performance of the assignment is frustrated for reasons, which the Client or the Client’s principal are responsible, the Client shall be liable for payment of a cancellation fee according to the above cancellation terms.

Any expenditure incurred as agreed in the contract and any additional expenditure incurred as a result of the cancellation shall also be reimbursed.

Nor will you be able to cancel this Agreement if it relates to the provision of Services and we have, with your agreement, begun the provision of those Services. If you cancel this Agreement on this basis, you must inform us in writing.

We shall not be liable for any failure to perform either in total or in part any obligations under these terms caused by events beyond Complete Communication Services LTD control (Force Majeure). Force Majeure includes but is not limited to an act of God, fire, act of government or state, war, civil commotion, pandemic, insurrection, embargo, prevention from or hindrance from obtaining any raw materials or energy, sickness or other cause beyond its control.

(11) Refunds

If you cancel this Agreement and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your notice of cancellation.

(12) Working Conditions

For Communication services the Client is to ensure that speakers are well lit and in clear sight of the Communication Professional or made visible by means of an image providing a clear and detailed view of the speaker’s face and body movements sufficient for the Communication Professionals requirements. 

This may require the provision of audio/visual equipment, which shall include a microphone and television monitor, for the sole use of the Communication Professional. 

For all Communication services the Client is to ensure that the Communication Professional(s) is positioned so that they are sufficiently near to the speaker to be able to hear and can be clearly seen by consumers of the service. This may require the provision of additional lighting and audio equipment in the form of a ‘fold-back’ speaker, for the sole use of the Interpreter. 

If this is not possible, the Client shall ensure that the speaker’s voice or film/video sound track is in any case clearly conveyed directly to the Interpreter without interfering noise.

(13) Preparation materials

The Client shall provide Complete Communication Services LTD with with relevant information and preparatory materials in the form of background documentation to provide to our Communication Professionals, in good time; preferably two weeks in advance of an assignment in order to ensure provision of a quality service. 

If it is not possible to provide preparatory materials, and the Communication Professional requests such, the Client shall arrange for a briefing meeting. Attendance by the Interpreter at such a meeting shall be paid as working time. 

Preparatory materials shall include such items as: 

  • Programs, agendas, Minutes, reports
  • Briefing papers, speakers notes, motions
  • Names of participants
  • Maps, photographs, diagrams and other visual materials
  • Slides or other materials which will be read out or referred to by participants in the course of an assignment
  • Lyrics, scripts, copies of any videos or scripts of films to be shown or any other performance materials shall be supplied to the Interpreter by the Client not less than 24 hours in advance.

We confirm that the communication professional outside the context of the assignment shall not disclose information contained within preparatory materials and shall return them to the client at the end of the booking. 

(14) Limitations of liability
Nothing in this Agreement shall limit or exclude your or our liability for: (i) death or personal injury caused by negligence; (ii) under section 12 of the Sale of Goods Act 1979, section 2 of the Supply of Goods and Services Act 1982, or section 2(3) of the Consumer Protection Act 1987; (iii) for fraud or fraudulent misrepresentation; or (iv) for any matter for which it would be illegal for to limit or exclude, or attempt to limit or exclude, liability.

Subject to this: (i) our liability in connection with any Service purchased through us is strictly limited to the higher of the purchase price of the relevant Service and the replacement cost of the relevant Service; (ii) we accept no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; and (iii) we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this Agreement caused by events outside our reasonable control.

(15) General terms
Images on the Site are for illustrative purposes; actual Services may differ from such images. The copy right of these images remain that of Complete Communication Services LTD and shall not be used by anyone else under any circumstances.

We will treat all your personal information that we collect in connection with your Order in accordance with the terms of our Privacy Policy; use of our website will be subject to our Website Terms and Conditions.

We may revise these terms from time-to-time, but such revisions will not affect the terms of any Agreement which we have entered into with you. This Agreement may only be varied by an instrument in writing signed by both you and us.

If any provision of this Agreement is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement shall remain in full force and effect, and such invalid or unenforceable provisions or portion thereof shall be deemed omitted.

No waiver of any term, provision, or condition of this Agreement, whether by conduct or otherwise, in any one or more instances, will be deemed to be, or be construed as, a further or continuing waiver of that term, provision or condition or any other term, provision or condition of this Agreement.

You may not assign, charge, sub-contract or otherwise transfer this Agreement, or any of your rights or obligations arising under this Agreement. Any attempt by you to do so shall be null and void. We may assign, charge, sub-contract or otherwise transfer this Agreement, or any of our rights or obligations arising under this Agreement, at any time – providing where you are a consumer that such action does not serve to reduce the guarantees benefiting you under this Agreement.

This Agreement is made for the benefit of the parties to it and is not intended to benefit, or be enforceable by, any other person. The right of the parties to terminate, rescind, or agree any amendment, variation, waiver or settlement under this Agreement is not subject to the consent of any person who is not a party to this Agreement.

This Agreement contains the complete agreement between the parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous agreements or understandings, whether oral or written.

This Agreement will be governed by and interpreted in accordance with the laws of England, and the English courts shall have exclusive jurisdiction with respect to any dispute arising under this Agreement.

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