Terms & Conditions
Anxiety UK is a registered charity. Our registered office is at Zion Community Centre, 339 Stretford Road, Hulme, Manchester M15 4ZY and our charity registration number is 1113403
You can contact us by email at firstname.lastname@example.org or by telephone on 0161 226 7727
You may have other rights granted by law, and these Terms and Conditions do not affect them.
Who can purchase from us?
Anyone can purchase from us. We can ship outside of the EU but there may be additional charges for postage and packing.
How to order
1. Simply click “add to cart” on any product to add it to your shopping cart.
2. You can find the shopping cart in the top right hand corner of your screen at any time.
3. Click “checkout” and enter your delivery details.
4. Choose your payment type at the bottom of the page.
5. Enter your billing and shipping address and check that the details there are correct.
6. You can pay by debit/credit card/Paypal/WorldPay.
7. All orders will have postage and packaging added to them. This is based upon a proportion of the value and weight of the goods. For delivery outside the UK there will be additional charges.
How your contract with us is formed
Once you have completed compiling your order, you will be asked to confirm that it is correct. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct before submitting it to us. If you have any problems with your order, please contact the support line on 0161 226 7727, or email email@example.com .
When you submit your order, you are offering to buy the goods at the price set out in the order. Upon placing your order, you will receive an email confirmation of this order. If you discover that you have made a mistake with your order please contact (firstname.lastname@example.org) immediately. We are unable to rectify mistakes after this time, although you still have the right to cancel described below.
If the goods that you have ordered are no longer available, we may offer you substitute goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed.
All payments must be paid at the time of placing the order by debit card/credit card/Paypal/Worldpay account. If we are unable to accept your order for any reason then we will either not debit your credit card or refund any money paid by you in respect of that order. We will not dispatch the goods until we receive payment in full.
Should you require an invoice to be raised, please email email@example.com advising of a) what goods you wish to purchase, b) any purchase order number, c) name and designation of the person placing the order and the organisation that they represent and d) where the order should be sent and for whose attention.
Items are normally sent out on the day of the receipt of an order (Monday to Friday 9-5 pm). If the order is placed outside of these times, the order will usually be dispatched on the next working day (with the exception of bank holidays). Orders within the United Kingdom are sent by second class post. For deliveries outside the UK, the method of delivery and estimated timing will be confirmed.
If we have not delivered the goods within 30 days of submitting your order or we have failed to advise you of a delay due to a product being out of stock, you may then cancel the contract and we will refund any money paid by you. (Under the distance selling relations, if goods are not delivered within 30 days the customer has the right to cancel and receive refunds).
You can view our returns and refunds policy below.
Claims for non-receipt of goods or for goods which have been damaged in transit (such as Anxiety UK magazines, shop items etc) should be made within 30 days of the dispatch of said goods (please note that all goods aim to be dispatched within 48 hours of receipt excepting bank holidays). Due to Royal Mail policy, we are unable to initiate claims until 16 working days have expired since the non-receipt of goods.
If we have sent you an item which you did not order please notify us as soon as possible and return the item to us within 14 days in saleable condition. In return, we will ensure that you are not charged for the item and will refund the costs of postage. Please also let us know if you wish us to replace the incorrect item with the item which you ordered.
You should inspect the goods as soon as you receive them for any defects or damage. If you find a defect or damage you must notify us within 30 days of receiving the goods and return the goods to us forthwith. If the goods are found to be damaged, or defective, we will replace the goods or refund the price paid by you including the costs of delivery.
We cannot provide access to therapy services without being in receipt of your GP’s contact details. It is unlikely that your therapist will need to contact your GP – however, as your welfare is of paramount importance to us, if issues of safety arise, for example, if your therapist believes that you are a risk to yourself or to others, he/she may need to contact your GP before commencing treatment, or at any other time, as appropriate during treatment. Your therapist will always discuss this with you before making contact with your GP.
If you/or the person you are supporting to access therapy is under the age of 16 years of age, we will require a letter from their GP giving permission for us to provide access to treatment as well as consent from their parent/guardian for the person concerned to access this service.
Anxiety UK requires payment up front for a specific number of sessions based on the type of therapy you are requesting.
For those accessing Clinical Hypnotherapy and Neuro-Linguistic Programming, Anxiety UK requires payment for your first and last therapy sessions at the time of processing your therapy application (or 2 sessions in total).
For those accessing Cognitive Behavioural Therapy (CBT) or counselling, Anxiety UK requires payment for your first, second and last therapy sessions (or 3 sessions in total) at the time of processing your therapy referral.
Your referral for therapy cannot be processed until payment has been received. All subsequent therapy session fees are payable directly to the therapist.
None of the above affects your statutory rights. For further information about your statutory rights please visit: https://www.gov.uk/consumer-protection-rights
We advise you to print a copy of these Terms & Conditions.
The conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.
Framework of the Service
Anxiety UK’s email information service aims to offer informal, accessible information to anyone living with, or affected by an anxiety disorder. It provides an alternative to ringing the Anxiety UK infoline. The service also offers an alternative provision to people who would otherwise call the Anxiety UK infoline number which is currently not available out of hours.
Please note that this service is not suitable for enquiries relating to membership and other administrative-based problems. Such queries should be sent to the main Anxiety UK email address: firstname.lastname@example.org.
This service is built on Anxiety UK’s ethos that those who have at some time in their lives been affected by an anxiety disorder are well placed to be able to offer support to others similarly affected.
You can call our Infoline on 08444 775 774 between 9am-5.30pm, Monday-Friday (except bank holidays). “Calls to this number will cost a maximum of 7 pence per minute to call, plus your telephone providers Access Charge. Calls from mobile phones may vary.*
Who responds to emails?
All emails received through the email support service will be answered by a trained volunteer and/or staff member, based at the Anxiety UK head office in Manchester.
All emails will be signed off with the pseudonym ‘Chris’.
Wherever possible we will endeavour to respond to emails within 24 hours of receipt (excluding weekends and bank holidays). The email service will be checked for emails between the hours of 9.30-4.30 Monday to Friday.
We have an automated response system in place that confirms that your email has been received.
Staff Training & Supervision
All staff and volunteers have attended training on answering emails as well as completing an intensive Anxiety UK core infoline training course. In addition, Anxiety UK’s Infoline Co-ordinator has undertaken training in email helpline skills and oversees the volunteer team answering emails.
All staff and volunteers working on the Anxiety UK email support service receive regular supervision as well as access to ongoing training.
Data & Data Protection
Anxiety UK will only collect, process and store information we have openly collected from you or with your consent, in accordance with data protection laws. Your details will be held only by Anxiety UK and will not be made available to any third party, except where otherwise stated.
Anxiety UK is aware that email is not 100% secure. If you have any concerns about confidentiality and the data contained within documents being passed to us via email then we are happy to accept encrypted emails and documents. You can then call to provide the password over the phone. If you would like details on how to encrypt documents please contact email@example.com.
All support emails received will be archived in a secure server for 6 months after receipt due to legal reasons, after which they will be deleted. Addresses of emails received will be stored in an address book, accessible only to volunteers and staff working on the Anxiety UK email support service.
No records will be kept of email correspondence other than the emails themselves (with the exception of incident reports and complaints, which are stored on our secure server) in accordance to the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided.
Anxiety UK will not divulge any information to third parties unless information is relevant under the Prevention of Terrorism Act, in which case we are obliged to disclose all information to the police. Anxiety UK is registered under the Data Protection Act.
Anxiety UK, like any organisation, is vulnerable to attack by viruses and other technical problems. Wherever possible, Anxiety UK will endeavour to ensure that its virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible. As we do not have an IT department or worker, we cannot set a time frame for resolution of problems as we are dependent on the goodwill of volunteers.
Anxiety UK is committed to ensuring that equal opportunities are provided to all and has an equal opportunities policy that is available upon request.
All emails received will be kept strictly confidential within the organisation, other than in cases where there may be a threat of terrorism or of significant harm to an individual.
Anxiety UK is unable to respond to telephone numbers given in emails and would ask that individuals call the main Anxiety UK infoline in such circumstances.
Inappropriate use of service
Anxiety UK will not tolerate rude, offensive, racist or sexist language. Emails received with content deemed offensive, racist, sexist etc. will not be answered.
Products (Books, CDs, DVDs)
If upon receipt of your order, you are not satisfied with the product, you have 14 days from receipt of your order to advise Anxiety UK in writing that you wish to return the product. Following this, you have a further 14 days to return the product for a refund or exchange it for a product of equal value. The refund will include the cost of the delivery, except for any supplementary costs arising should you choose a type of delivery other than our standard and least expensive method. We will make reimbursement no later than 14 days after we receive back from you any product supplied.
Refunds will not be given in the event the seal has been broken on CDs and DVDs. If products are not returned in saleable condition, your products will be sent back with no refund issued. You are responsible for the cost of returning the goods.
In the event that a digital download from Anxiety UK is defective, please contact us at firstname.lastname@example.org and the download content will be replaced. To comply with Consumer Contracts Legislation Anxiety UK will not supply your digital membership content within 14 days unless you give your express consent that you wish to receive your digital Anxiety UK membership pack and content forthwith and accept this is within the 14 day ‘cooling off’ period by ticking the relevant box. You will then forfeit any right to cancel this membership.
The process for becoming a member of Anxiety UK is set out here.
If you are not satisfied with your Anxiety UK membership, please contact us as soon as possible so we may resolve any issues that you have experienced. In the event you wish to cancel your membership you must do so in writing within 14 days and if you opted to receive a hard copy of your membership pack it must be returned within a further 14 days. Refunds are only issued if membership packs are returned in saleable condition and you will be liable for the cost of returning the membership pack. We will then make the reimbursement no later than 14 days after we receive the same.
Anxiety UK reserves the right to terminate a person’s membership in the event their conduct is contrary to the interests of other members and/or Anxiety UK staff/volunteers. Examples include unlawful, threatening or abusive behaviour, harassment and obscene, defamatory spoken or written comments. Refunds will not be offered in such circumstances.
Ordinary members do not have voting rights. The members of Anxiety UK in the legal sense are the Board of Trustees. Their details can be found here.
Anxiety UK does not offer refunds if:
• A face to face therapist is not available (this is because we are usually able to refer clients for therapy via webcam or telephone)
• You change your mind about wanting therapy, either because you have obtained access to an NHS/private therapist, or for any other reason including failing to provide the relevant evidence of eligibility.
• Should your circumstances change, we are unable to provide a refund for any difference in session fees. However, you will be entitled to lower ongoing session fees where appropriate upon production of relevant supporting documentation.
Therapist Application Fees
Unfortunately, we do not refund therapist application fees.
This policy is designed to provide a positive response to complaints and comments, and ensure that Anxiety UK is open about the improvements that we have made as a result of feedback.
The Chief Executive will monitor the implementation of this policy, collect information about required improvements, and will report all complaints and outcomes to the Board of Trustees on a quarterly basis. All staff and volunteers have access to training so that they are able to effect changes as necessary.
Many complaints arise from misunderstandings. It is very important to ensure that every effort is made to ensure that users and carers understand the reasons for decisions made about care, treatment and service delivery. The need for complaints can often be avoided if there is good, ongoing communication between staff, volunteers, users and carers.
Anxiety UK is committed to providing a quality service and achieving the highest standards. One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users, members of the public or others who may want to comment. Therefore we aim to ensure that:
- Making a complaint is as easy and transparent as possible.
- That we deal with complaints appropriately and within the agreed time frame.
- We treat a complaint as any clear expression of dissatisfaction with our service, or organisation as a whole, which calls for a response.
- We respond in the right way – for example, with an explanation or an apology where we have got things wrong and if relevant and appropriate information on any action taken.
- We have the right to refuse to accept a complaint where the complaint is clearly vexatious, malicious or motivated by racist, sexist, homophobic or other discriminatory attitudes, or where the complaint threatens or abuses Anxiety UK staff/volunteers. The decision as to whether a complaint is vexatious will be taken by Chief Executive in conjunction with the Board of Trustees where necessary. Anxiety UK defines a vexatious complainant as someone who persists in making a complaint or demand when all reasonable attempts to resolve their concerns have been made.
- When a complaint identifies that something has gone wrong or has fallen below standards it is seen as an opportunity to improve and avoid a recurrence and it can allow for systems, policies, practices or procedures to be amended or put in place as appropriate.
The procedure covers complaints about the services that the organisation provides to the public, and complaints about the staff and volunteers involved in delivering those services. Complaints regarding discrimination and victimisation will also be investigated under this complaints procedure.
Assistance, where possible, will be offered to all parties in a complaint procedure to ensure equality of representation. Further guidance is available from the Charity Commission.
All complaints will be kept confidential to the parties concerned unless a concern is raised in relation to a safeguarding matter or in relation to serious criminality in which case we reserve the right to escalate the matter to relevant authorities. However, the complaint will normally be made known to the Chief Executive who will discuss the matter with the Anxiety UK Board of Trustees where necessary.
How do you make a complaint?
Wherever possible we will try to respond and resolve the situation at an informal level. The matter will go no further unless the injured party is still dissatisfied, at which point the formal process will then begin.
Formal complaints should be made to the Complaints Co-ordinator:
- via e-mail: email@example.com
- or through the post to:
Zion Community Resource Center
339 Stretford Road
Manchester M15 4ZY
Complaints regarding individuals, or where a formal follow-up is required, must:
- be in writing or via an advocacy service
- be from an identified complainant
- include the complainant’s name and contact details
We acknowledge that in certain instances a complainant may wish to remain anonymous. In such incidences we will review the nature of the complaint and decide on follow up action if deemed necessary.
What happens next?
We aim where possible to address complaints promptly.
All complaints received will be given an ID number and logged onto the Anxiety UK Complaints Register.
We will acknowledge all complaints in writing within 7 working days from when the complaint is received.
The Complaints Co-ordinator will review the complaint to consider whether further investigations need to be carried out and will determine who is appropriate to lead on the complaint.
When investigating complaints the Complaints Co-ordinator will ensure that:
The complaint is fully understood – this may require meeting with or talking to the complainant
There is an understanding of the response of staff or the situation in which the problem arose. This may involve interviewing or speaking to staff and volunteers, or reviewing any written information
When interviewing complainants, staff or volunteers, they should be offered the opportunity to bring someone with them
As a result of the investigation actions may include:
- Specific Improvements to service
- Bringing together parties to mediate the dispute
- Recommendations on staff training
The timescales for responding will be as follows:
In most cases we aim to provide a full response within 7 working days. However, if this is not possible because, for example, a detailed investigation is required, we will provide an interim reply explaining what is being done to deal with the complaint and providing a revised timetable.
A full response will be then sent in writing within 14 working days. In some cases the complainant may have expressed a preference for a telephone discussion regarding the outcome. However, this will always be followed up by a written response so that both parties have a written record of the outcome.
Actions identified as a result of a complaint should be implemented within a reasonable timetable. Managers should produce an implementation plan for any improvements identified.
Complaints about email support service
Any complaints about the email support service should be channelled through the main Anxiety UK complaints procedure outlined above, a copy of which is available on request (call 08444 775 774).