This section outlines our terms and conditions for use
of the Turn2us Website and Turn2us Helpline.
These are the terms and conditions that apply to your use
of the pages of www.Turn2us.org.uk website ("the
Website”), and helpline (“the Helpline”) which is made
available to you by Turn2us, part of Elizabeth Finn Care
(link opens in a new window) (registered charity number
207812), whose principal office is at Hythe House, 200 Shepherds
Bush Road, London W6 7NL (“Turn2us”). References in these
terms and conditions to “we”, “us” and “our” are references to
These terms and conditions may be updated by us from time to
time without notice to you, so you should review these terms and
conditions periodically for changes.
Some services may also be governed by additional or alternative
terms of service, which will be posted on the relevant page of the
The purpose of the Website is to enable users such as yourself
to have a reliable source of information about welfare benefits and
grant-making charities in the UK. We want you to make full use of
our Website, to use the information we offer for your own benefit
and for you to provide information and materials found on the
Website to those whom you think might benefit from them. However,
we also need to ensure that our Website is not abused or unfairly
exploited, which is why we have to impose certain conditions on
your use of it.
Subject to what is said below, material from the Website may be
downloaded, viewed, listened to (where appropriate), printed,
copied on the hard disk of your computer, photocopied in reasonable
numbers and used for your own personal, non-commercial purposes or
those of your friends and family as a personal information resource
in good faith ONLY. Any other type of use requires the prior
written agreement of Turn2us.
You agree not to use the Website:
In addition, if you are a Registered User for an Intermediary
organisation, you agree to:
If you are not the Registered User for an Intermediary
organisation or you are not authorised to use the Website on behalf
of an intermediary organisation you should refrain from accessing
the password protected intermediary pages of the Website.
Access to certain parts of the Website may require you to
register and provide certain information about yourself and where
you do this you agree to:
Registration Data and certain other information about you is
which can be found at Clause 13 below.
3.3 The registration processes on the Website will involve you
being allocated with a unique user name and password that gives you
access to your account. You are responsible for maintaining the
confidentiality of your user name and password, and are fully
responsible for all activities that occur under your password or
You agree to:
Turn2us cannot and will not be liable for any loss or damage
arising from your failure to comply with your obligations under
this Clause 3.
The Intermediary Organisation and the Registered User will be
fully responsible for all activities that occur under the
Registered User’s Username and Password and the Intermediary
Organisation and the Registered User agree:
The Registered User will be responsible for creating his or her
own account in accordance with the procedure outlined by us. The
Registered User shall be responsible for ensuring that information
provided at the time of creating the account shall be true,
accurate, current and complete and that it meets our published
criteria. We shall have the right to amend the Organisation name
and Branch name (if applicable) in the event that the information
has been entered incorrectly, query the account details with the
Registered User if we have sufficient reason to believe that an
error may have been made, and deactivate the account in the event
that the information does not meet our criteria.
Turn2us cannot and will not be liable for any loss or damage
arising from the Registered User‘s failure to comply with these
Terms and Conditions.
Subject always to Clause 11, we shall use our reasonable
endeavours to ensure that the Website includes the following
features for your benefit:
Additional benefits for intermediaries:
Details about Intermediary Clients and supplied by Registered
Users will be held in accordance with the Data Protection Act 1998
and will not be passed on to third parties.
With respect to all content that you post to publicly accessible
areas of the Website, you grant Turn2us the royalty-free,
perpetual, irrevocable, non-exclusive and fully sub-licensable
right and licence to use, reproduce, modify, adapt, publish,
translate, create derivative works from, distribute, perform and
display such content (in whole or part) worldwide and/or to
incorporate it in other works in any form, media, or technology now
known or later developed.
Any discussion forums or pages of the Website where you are
capable of posting material are provided for your private and
non-commercial use and for the exchange of lawful, relevant, fair
and appropriate information, opinions and comment. Use of the
Website that is inconsistent with those stated purposes is strictly
prohibited. Your use of these forums and the Website generally is
subject to the following terms which, by your use of the forums and
the Website, you are deemed to accept (and which amount to a
non-exhaustive list of prohibited acts):
We will not view or edit or pre-screen any contribution that you
or anyone else make to the forums or to the Website generally and
therefore, unless we are specifically notified of the nature of any
item of content, you cannot assume that we are responsible for
having made it available on the Website. We, and others that we
designate, shall have the right (but not the obligation) at our
sole discretion to refuse or remove any content that is posted to,
or available on, the forums or the Website without the need to give
any reasons for doing so.
If you object to the publication of any material placed on our
online forums (or anywhere else on this Website), please let us
know by calling 0808 802 2000) or by sending an appropriately
worded email to: email@example.com and we will
take whatever action we deem appropriate.
8.1 Commentary appearing on the Website: You understand and accept that in many respects
the Website simply acts as a forum in which users are encouraged to
share their information and experiences, we do not review user
generated content on the Website and as a result we have no control
over the decency, appropriateness, quality, safety or legality of
8.2 You understand and agree that it is
a condition of your access to the protected pages of the Website
that you shall not:
(a) hold us liable (whether under the law of defamation, copyright,
passing-off, trade marks, privacy, data protection or otherwise)
for the publication, broadcast or making available of any user
generated content found on the website; or
(b) hold us liable (whether under the law of defamation, copyright,
passing-off, trade marks, privacy, data protection or otherwise)
for the publication, broadcast or making available of any content
found on the website that we have obtained from a reputable third
(c) commence any proceedings against us arising out of the
publication, broadcast or making available of any content found on
the interactive pages of the Website.
You accept that the restrictions at Clauses 9.1 and 9.2 above
shall survive the termination of this agreement for any reason.
You understand and accept that we shall have full editorial
control over the Website, its content and how the services offered
through the Website are conducted and managed (albeit that we may
not necessarily exercise that control) and you shall not attempt to
influence our choice of users, other charities or advertisers.
The copyright, and other rights, in some of the material
appearing on or in the Website may belong to third parties. You may
not (save as allowed in these terms and conditions) copy,
reproduce, transmit or distribute any such material without the
licence or permission of the author and you agree to pay any costs
or expenses incurred by Turn2us which may arise as a result of your
failure to obtain such licence or permission.
The Website may contain material (including, but not limited to,
advertisements) posted by third parties. Individual users,
charities and advertisers are solely responsible for the content of
advertising and other material which they submit to the Website and
for ensuring that such content complies with all relevant
legislation. Turn2us accepts no responsibility for the content of
material submitted by third parties, including, without limitation,
any error, omission or inaccuracy therein.
Save unless otherwise stated, no warranty whatsoever is given as
to any goods or services purchased, obtained or offered to you
through use of the Website, whether accessed directly or otherwise,
and no liability is accepted by Turn2us in relation to any contract
entered into by you with any third party on or by means of the
The Website may contain links to external websites. These links
are included to give users the opportunity to access other pages
that it is felt may be of assistance to them. Turn2us is not
responsible for the content of these Internet sites.
We shall use our reasonable endeavours to ensure that the
Website, our helpline and our email enquiry service are available
to users (subject to any planned maintenance) but otherwise these
terms and conditions shall not be construed to contain any
condition or warranty express or implied to the quality, accuracy
or availability of the Website, the helpline or our email enquiry
service and no such condition or warranty is to be taken to have
been given or implied from anything said or written in any
negotiations or discussions between the parties or their servants
Whilst effort has been taken to ensure the accuracy of the
information, Turn2us is not a qualified provider of financial,
legal or healthcare services and as such it cannot be relied upon
to provide accurate financial, legal or healthcare advice. The
Website, the helpline and our email enquiry service should not be
used as alternatives to financial, legal or healthcare advice from
a qualified professional. The content on the Website, provided by
the helpline and our email enquiry service has been provided from a
number of sources and Turn2us does not accept any liability for
this information. It is the responsibility of users to check the
accuracy of relevant facts and opinions given on the Website, via
the helpline or by our email enquiry service before entering into
any commitment based upon them.
Any material downloaded or otherwise obtained through the use of
the Website or our email enquiry service is done at your own
discretion and risk and that you will be solely responsible for any
damage to your computer system or loss of data that results from
the download of any such material.
Turn2us cannot guarantee that your use of the Website, the
helpline or our email enquiry service will be free from error
and/or uninterrupted. Turn2us shall not be liable for any damages
including, but not limited to, indirect or consequential damages,
damages for loss of opportunity or chance, or any damages
whatsoever arising from use or loss of use, data, or profits,
whether in contract, negligence or other tortious action, arising
out of, or in connection with the Website, the helpline or our
email enquiry service or any other Internet sites.
Whilst effort has been taken to ensure that the Website is free
from viruses, no warranties are given that it is free from viruses
and users are responsible for ensuring that they have installed
adequate virus checking software. Turn2us shall not be liable for
any viruses or any other computer code, files or programs designed
to interrupt, restrict, destroy, limit the functionality of or
compromise the integrity of the Website or any hardware on which it
Nothing in these terms serves to exclude or limit liability for
death or personal injury arising from negligence or any liability
which is otherwise prohibited from being excluded by law.
Turn2us reserves the right to disable your access to the Website
at any time at our absolute discretion and without giving any
explanation or notification.
An introduction to the services provided by the
helpline can be found on our website in the About us/Helpline
Turn2us strives for high standards as a provider of
services. In doing so , Turn2us recognises the need to ensure
that all enquires received and made by our helpline advisers are
handled in an acceptable and appropriate manner.
Our hours of service are from 9.00 am until 8.00 pm Monday to
Friday each week.
All callers waiting longer than 20 seconds receive an
All callers are given a confidentiality statement.
We aim to acknowledge your email within one working day and
answer it within two working days. Where we need to refer to a
third party, a reply will be sent within three working days.
Where the enquiry is outside the scope of our service, we will
signpost you to services relevant for you.
The contents of any emails and any attachments that pass between
us are confidential and you should take great care before sharing
our emails with anyone else ; as to do so will compromise the
security of our communication.
Please note that whilst we shall try to address your
enquiry by email, this may not be possible if your enquiry is of a
more complex nature. In these cases, we will kindly request that
you contact us using our freephone number. We assume that by making
an enquiry by e-mail, you agree to us replying to the e-mail
address that you have given us.
Please also be advised that full protection via email cannot be
guaranteed and therefore you should take the following steps to
protect your privacy:
We will respond to postal enquiries within two working days of
receipt of your letter.
Where we need to refer to a third party, a reply will be posted
within three working days.
There will be some instances when your enquiry may be outside
the scope of our service. We will try to signpost you to a relevant
Turn2us helpline advisers comply with the Turn2us
Confidentiality Policy (PDF file size 112kb).
We advise callers of the confidential nature of our service and
obtain consent before sharing information that may be needed in
order to send a grant enquiry or apply for grants on your
In certain circumstances confidentiality may need to be broken.
These are outlined in the Confidentiality Policy and our adviser
will explain to you why they need to breach confidentiality.
When you telephone our helpline, the caller number will be
showing to the adviser. This will not be used by them without your
permission, for example to call you back.
If you do not wish your number to be
shown, please dial 141 before the helpline number and this will
ensure that the number is not visible to the helpline advisers.
All personal information received from individuals or from
enquirers will be handled and recorded in accordance with the
Policy (PDF file size 268kb). In particular, we follow the
eight principles of good information handling:
We aim for high standards in our service delivery and welcome
feedback from our users. If we have done something that you are
pleased with, we would like to hear about it. If you have a
complaint, we would like to know about so we can resolve it or do
better next time. If you have a query or a suggestion for us to
improve our service, please tell us about it.
You can give us feedback:
Full details of the procedures we follow can be found by reading
our Compliments and Complaints
Please let the adviser know what actions they can take to best
help you. We will use the most appropriate channel for you, for
example TextRelay (link opens in a new
window), Language Line (link opens in
a new window) or email.
All enquiries received by our helpline are dealt in line with
the following policies:
We do not tolerate abusive behaviour towards
We take every measure to support our staff
and, in cases of abusive behaviour, tone or language, we may
terminate the call. In extreme cases, we will report such behaviour
to a relevant authority, such as the Police, in accordance with the
Policy(PDF file size 112kb) and the Data Protection
Policy (PDF file size 268kb).
All calls to and from the Turn2us Helpline are recorded to
ensure accuracy and monitor our service. They are kept securely in
a central store for three months, then deleted.
Turn2us is registered under, and will process your personal data
(which includes your Registration Data) in accordance with, data
protection legislation. You hereby agree that the personal data
that you provide to Turn2us may be processed by Turn2us for the
The processing of your personal data described above may involve
Turn2us disclosing your details to regulatory bodies and/or other
The names, images and logos identifying Turn2us or third parties
and their products and services, are proprietary marks. Any use
made of these marks may be an infringement of rights in those marks
and all rights to enforce such rights are reserved.
This Website has been designed for use within the UK. Whilst
users from outside the UK are free to view this Website, Turn2us
does not give any warranty, express or implied, that viewing or
using the Website from outside the UK complies with any applicable
non-UK laws or regulations.
We welcome links to our website, including 'deep linking' by
which we mean that you may include a link to a specific page (see
16.2 Linking to our Benefits
Calculators for exceptions) of our website that is
not the Home Page.
You may not display the contents of our website (or any page
from it) independently of the website or allow it to be displayed
surrounded or framed or otherwise surrounded by material not
originating from us without our consent.
If you would like to license our material, please contact us at:
Our free, easy-to-use Benefits Calculator is a
vital tool to help more people access the financial support they
may be entitled to. It is free to be used by members of the public
and third sector intermediaries that provide advice and support for
people in financial need.
If you wish to link to the Turn2us Benefits
Calculator, please contact Ben Ashmore, Turn2us Communications: E:
If you are a private or commercial
organisation who wish to use the Benefits Calculator, please
contact Francis Mercer, Head of Commercial Partnerships: firstname.lastname@example.org
On this website you may be offered automatic links to other
websites. While we hope you will be interested in those websites,
you acknowledge that the content on those pages is not subject to
our control, their owners may be independent from us and we do not
endorse or accept any responsibility for their content.
These terms and conditions shall be governed and
construed in all respects in accordance with English law and the
parties agree to submit to the exclusive jurisdiction of the
17.2 Turn2us shall have the right to assign,
novate, sub-contract or otherwise dispose of its rights and
obligations under these terms and conditions without securing your
prior consent and you agree that these terms and
conditions will be enforceable against you by any successor in
title of Turn2us
17.3 These terms and conditions set out the
entire agreement between the parties regarding the Website and no
variation shall be effective unless agreed between the parties in
All rights to the material published on this website are either
owned by Turn2us or have been provided by external sources and used
with the permission of the copyright owner. All rights
Last updated: 10 July 2014
Turn2us is part of Elizabeth Finn Care, a national charity registered in England and Wales: 207812; and Scotland: SC040987.
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