Terms and Conditions of Service

Effective date: 1 December 2025

These Terms and Conditions (“Terms”) govern the provision of administrative and consultancy services by Grey Matters Consultancy (“we”, “us”, “our”) to you, the client (“you”, “your”). They are governed by the law of England and Wales and are written for consumers. Where the client is a business customer, certain consumer-specific rights (such as the statutory cooling-off period) will not apply.

1. Definitions

• Contract: the agreement between you and us comprising these Terms and any written confirmation we issue to you.
• Consumer: an individual acting wholly or mainly outside their trade, business, craft or profession.
• Distance contract: a contract concluded without face-to-face contact, using only distance communication (e.g. phone, email, online).
• Off-premises contract: a contract concluded away from our usual place of business (e.g. at your home).

2. Scope of services

2.1 We provide administrative and consultancy services relating to government and personal matters. Our services include, but are not limited to:

• preparing benefit application forms and supporting paperwork
• assisting with Lasting Power of Attorney documentation
• completing Blue Badge applications
• providing personal consultancy and form-filling support for personal care related matters

2.2 We may submit certain applications on your behalf where this is permitted and agreed in advance, including Blue Badge applications, Lasting Power of Attorney applications, and other administrative forms. Where we submit an application on your behalf, this will be confirmed to you in writing.

2.3 We do not submit benefit claim forms (including Attendance Allowance, Disability Living Allowance or Personal Independence Payment applications), nor do we act as your representative in relation to benefit claims, appeals, tribunals or court proceedings.

2.4 We do not submit forms, lodge applications, or act as your agent with any government department, local authority or tribunal.

2.5 We do not provide legal advice, financial advice, regulated immigration advice, or representation before government departments, tribunals or courts.

2.6 We do not guarantee the outcome of any application, the timescales of government decision-making, or the award of any benefit.

3. Client responsibilities

3.1 The person who signs and returns the Checklist (or completes it online) is our client for the purposes of this contract and is responsible for payment of our fees, even where the work relates to another individual (for example, a parent or relative).

3.2 If you are instructing us on behalf of someone else, you confirm that you have lawful authority and their explicit consent (particularly where health or other special category data are involved).

3.3 You must provide accurate, complete and truthful information and documentation, and promptly tell us about any change of circumstances.

3.4 You are solely responsible for submitting applications and evidence by any deadlines set by the relevant authority and for monitoring and responding to their communications.

4. Fees, estimates and payment

4.1 Our fees and any applicable VAT will be confirmed in writing before work begins. Unless stated otherwise, prices are fixed for the work described and exclude out-of-pocket expenses agreed with you in advance.

4.2 For some services we may offer a no-win-no-fee arrangement, where our fee becomes payable only if your claim is successful. In such cases:

• (a) We will provide you with a clear written agreement setting out the circumstances in which fees are payable.
• (b) You remain responsible for any disbursements or third-party costs (for example, medical reports) incurred with your prior consent, whether or not the claim succeeds.
• (c) If you terminate the arrangement before we have completed the work, we may charge a proportionate fee for the work undertaken up to that point.

4.3 Non-submission and evidence of outcome Where our fee (or part of it) is conditional on the outcome of an application, you agree to provide us with a copy of the decision notice or other written confirmation from the relevant authority promptly upon receipt. This is necessary for us to advise you on any further steps, including requests for Mandatory Reconsideration, which must normally be made within 28 days. If you do not submit the application after we have prepared it, or if you fail to provide us with timely evidence of the decision, we may treat the service as completed and the balance of our fee will become payable. This reflects that our service is the preparation and provision of completed documentation, not submission of the application itself.

4.4 Unless we agree credit terms in writing, payment for all other services is due when the service is delivered. We may ask for a deposit before starting work.

4.5 If you request additional services beyond the agreed scope, we will agree the fee with you before carrying out the extra work.

4.6 If an invoice is not paid when due, we may suspend work until payment is received.

5. Confidentiality and data protection

5.1 Controller: We act as an independent data controller for personal data we process to deliver our services.

5.2 Data we process: Contact details; identifiers (e.g. National Insurance number); information about health and disability; financial, household and care details; and copies of supporting documents necessary for your claim.

5.3 Purposes and lawful bases: We process personal data to perform our contract with you and to comply with legal obligations. For health and other special category data we rely on your explicit consent and/or another applicable condition under Article 9 UK GDPR and the Data Protection Act 2018. You may withdraw consent at any time, which may mean we cannot continue the service.

5.4 Sharing: By default we do not share your personal data with any third party. We will only send documents or information to a third party if you explicitly instruct us in writing to do so, or where we are legally required.

5.5 Third-party information: Where our client is instructing us on behalf of someone else (for example, a parent), we process that person’s personal data with their knowledge and consent where possible. We may ask for confirmation that consent has been obtained, or for the individual’s own signature or verbal agreement where appropriate. We take reasonable steps to safeguard the privacy of the person concerned and to limit data sharing to what is necessary to deliver the service.

5.6 Security: We apply appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure or loss.

5.7 Retention: We retain records for at least three years after the end of our engagement (and up to six years where legally required) and then securely delete them. Sensitive supporting evidence is retained for the minimum period needed to deliver the service and to address queries or complaints.

5.8 Your rights: You have the rights of access, rectification, erasure, restriction, portability and objection, and the right to withdraw consent where relied upon. You may complain to the Information Commissioner’s Office if you are dissatisfied. Our Privacy Policy (available on request) gives full details and contact routes for exercising your rights.

6. Pre-contract information

6.1 Before you are bound by a Distance or Off-Premises contract we will provide key information in a durable form (email or letter), including our identity and contact details, the main characteristics of the service, the total price, payment terms, how to complain, and details of your cancellation rights where they apply.

6.2 The contract is formed when you return the completed service Checklist to us (whether by post, email, in person, or using our online form). By doing so, you confirm that you wish to proceed. We will only begin work within the 14-day cancellation period where you have made an explicit request for us to do so (for example, by ticking the relevant box on the Checklist). We will then confirm the contract on a durable medium.

7. Right to cancel (14-day cooling-off)

This section applies only where you are a Consumer and the contract is concluded at a distance or off-premises.

7.1 You have the right to cancel the contract within 14 days without giving any reason. The cancellation period begins on the day we receive your completed Checklist (the date the contract is formed).

7.2 We record your choice about when we should start work. We will only begin work during the 14-day cancellation period if you have expressly requested this by ticking the relevant box on the Checklist. If you do not tick this box, we will wait until the cancellation period has ended before starting work.

7.3 If you cancel after we have started work but before completion, you must pay us an amount proportionate to the work performed up to the time you informed us of cancellation.

7.4 You lose the right to cancel once the service has been fully performed only where you have expressly requested that we begin work during the 14-day cancellation period and have acknowledged that your right to cancel would be lost once the service is completed.

7.5 You may cancel by email, letter, or any other clear statement; there is no set form you must use.

7.6 We will reimburse any payments received from you within 14 days of being informed of your decision to cancel, less any proportionate amount due under clause 7.3. Refunds will be made using the same means of payment, unless you agree otherwise.

7.7 If we fail to provide the required cancellation information before the contract is made, the cancellation period is extended by up to 12 months. If we subsequently provide the information within that period, the cancellation period ends 14 days after you receive it.

7.8 If the contract is made at our usual place of business, no statutory cooling-off right applies. Our goodwill policy (if any) will be stated in your written confirmation.

8. Service standards and complaints

8.1 We will perform services with reasonable care and skill.

8.2 If you are dissatisfied, please write to us. We will acknowledge your complaint promptly, investigate fairly and aim to respond in writing within 14 days. If you remain unhappy you may seek advice from Citizens Advice or Trading Standards, and you retain your rights to bring a claim in court.

9. Limitation of liability

9.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded by law.

9.2 Subject to clause 9.1, we are not liable for: (a) decisions made by government agencies; (b) losses arising from inaccurate, incomplete or late information provided by you; or (c) indirect or consequential loss.

9.3 Subject to clause 9.1, our total liability arising out of or in connection with the services shall not exceed the total fees paid by you for the relevant service.

10. Force majeure

We are not responsible for any delay or failure to perform caused by events beyond our reasonable control, including but not limited to power or internet outages, cyber incidents, severe weather, industrial action, illness, or the unavailability of third-party government systems. We will notify you as soon as reasonably practicable and take reasonable steps to minimise the effect. If the event continues for more than 30 days, either party may terminate the Contract on written notice; you will pay for work carried out up to termination.

11. Documents and originals

11.1 You should not send irreplaceable originals unless we ask you to. If originals are required, we will take reasonable care and return them by a tracked method. Risk in transit remains with you unless otherwise agreed.

11.2 We may create and keep certified copies where necessary for our records.

12. Communications

12.1 We will communicate with you by telephone, post, email, SMS or secure file-sharing. You consent to these methods and agree to keep your contact details up to date.

12.2 We may record key instructions and confirmations in writing after calls to ensure accuracy.

13. Third-party rights

No person other than you and us has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Contract.

14. Variation, assignment and severance

14.1 We may update these Terms from time to time. The version in force when you accepted them will apply to that engagement. Any material changes affecting live engagements will be provided to you on a durable medium.

14.2 You may not assign or transfer your rights or obligations without our written consent. We may assign our rights on giving you notice where this does not reduce your protections.

14.3 If any provision is found unlawful or unenforceable, the remainder will continue in force.

15. Governing law and jurisdiction

These Terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

By instructing us, you confirm you have read and agree to these Terms.