Please read all of these terms and conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and condition which you will be asked to agree to as part of the registration and annual renewal process.
1. About us
1.1 Company details. PD:Verified is a trading name owned and operated by PD:Approval Ltd, a company registered in England and Wales. Our company registration number is 06963778 and our registered office is at 72 West End Lane, West Hampstead, London NW6 2LX. Our VAT number is 278783635.
1.2 PD:Verified offers Services (the Services) to Users which include but are not exclusive to the registration of members through an Order process and payment.
1.3 Contacting us. Contact us by telephoning our Customer Service Team on (+44) 0333 577 0908 or by emailing us at email@example.com. For any account queries, please contact our Accounts Team by emailing firstname.lastname@example.org.
2. What PD:Verified is for:
2.1 PD:Verified is a professional online register for Adult Education Tutors, Assessors, Internal Quality Assurers and External Quality Assurers (mostly for vocational training) who have a qualification for their role/s which meet our Membership criteria (“Members”). Please note, we do not undertake any background checks against our Members in order for them to apply and enter on our register.
2.2 PD:Verified is a professional Register for Members to showcase their skills, knowledge and experience on a searchable database. All our Members are qualified to the United Kingdom industry standard in their chosen role (Tutor, Assessor, Quality Assurer) and maintain their knowledge as a requirement of their Membership through regular continuing professional
2.3 PD:Verified has been created by PD:Approval, an independent quality assurance organisation which provides services to membership organisations, employers (training providers) and learners all with one thing in common, to strive for high quality education. Our mission is to provide recognition of the professional status of Tutors, Assessors and Quality Assurers and support career development for our Members which in turn enhances the learner journey. PD:Verified recognises that every Tutor, Assessor, Internal Quality Assurer and External Quality Assurer is vital to the learner journey and provides Members with a Membership logo that is underpinned by a Code of Conduct and makes them a part of a community of like-minded people. All PD:Verified Members have met our criteria and show how they continue to professionally develop by undertaking relevant training, which they can showcase on PD:Verified’s searchable database.
2.4 In addition to the above, PD:Verified will provide the following Services to Members:
a. access to 2 x free CPD online training on joining;
b. access to discounted online training (fees apply);
c. access to free online webinars with industry experts; and
d. access to an online forum via LinkedIn.
2.5 The above is herein referred to as our Services (“the Services”). We can make changes to the Services which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.
3.1 These Terms and Conditions will apply to the purchase of the Services by you (“the Customer” or “you” or “Member”).
3.2 These are the terms on which we sell all Services to you. You can only purchase the Services from our Website if you are eligible to enter into a contract and are at least 18 years old.
3.3 PD:Verified offers a growing global community of qualified professionals who want to show best practice, develop their professional skills and be professionally recognised. Being on our Register provides an opportunity to make connections worldwide with educators across all sectors. We are also here for those who need to ask an expert for career advice.
3.4 Before applying, please ensure that your qualification(s) meet our criteria.
3.5 By submitting an application for Membership of PD:Verified, you are confirming that you do not hold a criminal conviction and are not liable to be convicted.
4.1 “CPD” means the continuing professional development you must undertake each annual membership period to maintain your member status.
4.2 “Content” means the structure, theme and text of the Website.
4.3 “Contract” means the legally binding agreement between you and us for the supply of the Services.
4.4 “Customer” refers to a User who submits an Order and before they are approved.
4.5 “Delivery Location” means the Supplier’s and/or our premises or other location where our Services are to be supplied.
4.6 “Member or “You” means an individual acting for purposes of joining our Register.
4.7 “Order” means your order for the Services from PD:Verified as submitted following the step by step registration and Order or renewal process set out on the Website.
4.9 “Quality Assurer” refers to both Internal Quality Assurers and External Quality Assurers.
4.10 “Quality Assurance” refers to both internal quality assurance and external quality assurance.
4.11 “Register” means the part of the Website which holds the Members’ details and provides an online database which is searchable by Users.
4.12 “Services” means the Services advertised on the Website and as defined above. The description of Services is set out above and on the Website.
4.13 “User” means an individual using the Website.
4.14 “User Content” means the information you provide for your application or profile update which is displayed publicly.
4.15 “Website” means our Website on which the Services are advertised.
5. Our Stakeholders
5.1 Faculty teams – these are teams of professionals who are qualified in their role/s as tutor, assessor, internal quality assurer and/or external quality assurer.
5.2 Awarding Organisations – these organisations are responsible for creating the qualifications that sit on the United Kingdom’s national framework, the Regulated Qualifications Framework (RQF). Awarding Organisations are particular to the United Kingdom and governed by Ofqual. Once their qualifications are approved by Ofqual to go on the RQF, Awarding Organisations can appoint training providers to deliver them on their behalf. Some operate internationally, appointing training providers to deliver their accredited qualifications in other countries.
5.3 UK Training Providers – organisations that deliver tutor, assessor and quality assurance qualifications to learners. In the United Kingdom, these qualifications must be accredited by an Awarding Organisation.
5.4 International Training Providers – organisations that deliver tutor, assessor and quality assurance qualifications to learners outside of the United Kingdom.
5.5 Employers: these are specifically training provider employers, who will be able to use the PD:Verified Website to either look for new members of staff, or check to see if their staff are members.
5.6 Learners: Adult Education learners can visit our Website to see if their training provider’s faculty are members or to find a private tutor.
5.7 Sector bodies: these are the organisations which represent their sector.
6. Your responsibilities
6.1 You must co-operate with us in all matters relating to the Services, provide us and our authorised employees and representatives with all information required to perform the Services and obtain any necessary licenses and consents (unless otherwise agreed).
6.2 Members must update PD:Verified immediately if any of their circumstances or details change.
6.3 Failure to comply with the above is a Customer default which entitles us to suspend performance of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.
6.4 PD:Verified reserves the right to carry out any reasonable investigations should we suspect any breach of these Terms and Conditions or our Code of Conduct.
7. Agreement with us
7.1 The description of the Services on our Website does not constitute a contractual offer to sell the Services. When an Order has been submitted on the Website, PD:Verified can reject it for any reason, although we will try to tell you the reason without delay (as stated below in clause 13.5).
7.2 Each step of the Order process allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.
7.3 A Contract will be formed for the Services ordered only when you receive an email from us confirming the Order (Order Confirmation). You must ensure that the Order is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you.
7.4 By placing an Order you agree to us giving you confirmation of the Contract by means of an email with all information in it (ie the Order Confirmation). You will receive the Order Confirmation within a reasonable time after making the Contract, but in any event not later than the delivery of any Services supplied under the Contract, and before performance begins of any of the Services.
7.5 We intend that these Terms and Conditions apply only to a Contract entered into by you as a Customer.
7.6 The terms and conditions in clauses 7.1-7.4 also apply to bulk registrations submitted to PD:Verified via their official Excel Spreadsheet.
8. Withdrawal and cancellation
8.1 You can cancel the Contract by telling us no later than 14 days after the Contract was made, if you simply wish to change your mind and without giving us a reason, and without liability, except in that case below.
8.2 This is a distance contract (as defined below) which has the cancellation rights (Cancellation Rights) set out below.
8.3 Right to cancel: Subject as stated in these Terms and Conditions, you can cancel this contract within 14 days of the Contract start date without giving any reason. The cancellation period will expire 14 days from the day the Contract was entered into.
8.4 The Right to Cancel also applies to bulk registrations.
8.5 To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision (eg a letter sent by post or email). You can use the attached model cancellation form, but it is not obligatory. In any event, you must be able to show clear evidence of when the cancellation was made, so you may decide to use the
model cancellation form.
8.6 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
8.7 Except as set out below, if you cancel this Contract, we will reimburse to you all payments received from you.
9. Duration, termination and suspension
9.1 The Contract continues for a period of 1 (one) year.
9.2 Either you or we may terminate the Contract or suspend the Services at any time by a written notice of termination or suspension to the other if that other:
a. commits a serious breach, or series of breaches resulting in a serious breach, of the Contract and the breach either cannot be fixed or is not fixed within 30 days of the written notice; or
b. is subject to any step towards its bankruptcy or liquidation.
9.3 On termination of the Contract for any reason, any of our respective remaining rights and liabilities will not be affected.
10. Successors and Sub-contractors
10.1 PD:Verified can transfer the benefit of this Contract to a third party, who will remain liable to you as a Member for its obligations under the Contract.
11.1 PD:Verified offers an annual Membership (1 year) to professionals with recognised qualifications in the following roles:
c. Internal Quality Assurer
d. External Quality Assurer
12. Membership Fee and Discount Codes
12.1 The Fee for our Services is £35.00+VAT per year*. Fees and charges include VAT at the rate applicable at the time of the Order.
12.2 Upon submitting your applicable form you will be taken to the PayPal gateway in order to insert your bank or credit card details.
12.3 Fraudulent use of discount codes available through our Partner Training Providers* or direct from PD:Verified is prohibited and Orders found to contain a fraudulent code will be frozen until the full Fee is paid.
12.4 Training Provider Partners are also bound by an additional set of Terms of Conditions which will be provided with their partnership agreement.
*Discount codes are available through our Partner Training Providers on your first year’s Membership. You can check to see if your training provider is a partner on our website.
13. Your Review
13.1 Only when payment is received will we commence our review of your Order.
13.2 We will check your qualification certificate/s to ensure that they meet our entry criteria. If an international certificate is provided as evidence of qualification, we will liaise with you in order to ensure it is eligible for entry.
13.3 Where your qualification certificate does not meet PD:Verified’s criteria, or we require additional information to support the Order, evidence must be formally presented with legitimate authentication.
13.4 Approval: If your Order is approved we will notify you by automated Approval Confirmation email with further instructions. Your PD:Verified Membership will start from the date of this Approval Confirmation email.
13.5 Non-approval: If your Order is not approved, we will write to you informing you of the reasons and, if applicable, offer you an opportunity to undertake training through PD:Education (which includes free PD:Verified Membership for the first year) to either gain the full UK qualification or to meet the standards if you are internationally based.
14. Approved Members
14.1 Once you have received your Approval Confirmation email, you can use your email address and password to access your personal account. You will be provided with an Account page which shows the details of your current Membership, a public Membership Profile page and a Media folder to upload pictures or video to populate your public Membership Profile page.
15. Your Membership Profile
15.1 As a Member, you can add the following to your public profile:
a. Your profile picture (head and shoulders)
b. Your discipline/s (ie Personal Trainer, Gym Instructor, Dance Instructor etc)
c. A personal profile detailing your knowledge and experience
15.2 In addition, an optional Contact Me form can be made available for Users to ask questions, which once submitted will go direct to your email inbox. This feature can be turned off if the Member does not wish people to contact them. Any personal data or contact details you add to your public profile is done so at your own risk.
15.3 The following fields are pre-populated with the information you provided on your Order form (which are searchable by the filters on the Website’s Search page):
a. Once your page has been approved, you can update any details whenever you like, however they will not be live until they are submitted and approved by PD:Verified.
c. Area of operation (shown on the map and based on the City and Region you have specified on your Order form – see 15.4)
d. Sector (ie Health & Fitness, Hair & Beauty)
e. Membership Type/Skill (ie Tutor, Assessor)
15.4 City and region, not your postcode, are used to show your general location on the searchable map for data protection purposes. If you wish to add your postcode or full address, you do so at your own risk.
15.5 Once you are happy with your page, you must submit it to PD:Verified for approval. If there are any changes that we require you to make before publishing, we will inform you of the same by email.
16. Intellectual Property and License to use our Website
16.1 PD:Verified grants you a personal, worldwide, royalty-free, non-assignable and non-exclusive license to use the software provided to you by PD:Verified as part of the Services. This license is for the sole purpose of enabling you to use and enjoy the benefit of the Services as provided by PD:Verified, in the manner permitted by these terms. You may not copy, modify, distribute, sell, or lease any part of our Services or included software, nor may you reverse engineer or attempt to extract the source code of that software, unless laws prohibit those restrictions or you have our written permission. All Intellectual Property pertaining to the Services belongs to PD:Verified.
16.2 You agree not to use the Website and the Services negligently, for fraudulent purposes or in an unlawful manner. Likewise, the User agrees not to partake in any conduct or action that could damage the image, interests or rights of the PD:Verified Website or third parties.
16.3 All content included on this Website, such as text, graphics, logos, button icons, images, video, audio clips, data compilation, and software, is the property of PD:Verified, its merchants, or its content suppliers and protected by international copyright laws. The compilation of all content on this site is the exclusive property of PD:Verified.
16.4 You have no authorization to copy, transmit, distribute, display, republish, post, or upload from our Website in any way without our prior written approval, or stated otherwise on our site. You may print a copy of our site’s content strictly for personal use only. By doing so, you also consent not to directly or indirectly change or remove any copyright, trade name, service mark, trademark, or any other proprietaries shown on any of our content. Any alterations or use of content outside the guidelines of this Terms and Conditions violates intellectual property rights. By accessing our Website, you do not own any rights or titles to our content or other intellectual properties.
16.5 PD:Verified respects the intellectual property of others, and expects Users to do the same. If you believe, in good faith, that any materials provided on or in connection with the PD:Verified Website infringe upon your copyright or other intellectual property right, please send the following information to PD:Verified at email@example.com:
a. Identification of the intellectual property right that is allegedly infringed. All relevant registration numbers, or a statement concerning the ownership of the work, should be included.
b. A statement specifically identifying the location of the infringing material, with enough detail that PD:Verified may find it on the PD:Verified Website. Please note: it is not sufficient to merely provide a top-level URL.
c. Your name, address, telephone number and e-mail address.
d. A statement by you that you have a good faith belief that the use of the allegedly infringing material is not authorized by the owner of the rights, or its agents, or by law.
e. A statement by you, made under penalty of perjury, that the information in your notice is accurate, and that you are the copyright owner or authorized to act on the copyright owner’s behalf.
f. An electronic or physical signature of the owner of the copyright or the person authorized to act on behalf of the owner of the copyright interest.
16.6 By providing User Content to or via the Service, you grant PD:Verified a worldwide, non-exclusive, royalty-free, fully paid right and license (with the right to sublicense) to host, store, transfer, display, perform, reproduce, modify for the purpose of formatting for display, and distribute your User Content, in whole or in part, in any media formats and through any media channels now known or hereafter developed.
16.7 PD:Verified disclaims any and all liability in connection with User Content. You are solely responsible for your User Content and the consequences of providing User Content via the Service. By providing User Content via the Service, you affirm, represent, and warrant that:
a. You are the creator and owner of the User Content, or have the necessary licenses, rights, consents, and permissions to authorize PD:Verified and Users of the Service to use and distribute your User Content as necessary to exercise the licenses granted by you in this Section, in the manner contemplated by PD:Verified, the Service, and these Terms.
b. Your User Content, and the use of your User Content as contemplated by these Terms, does not and will not: (i) infringe, violate, or misappropriate any third party right, including any copyright, trademark, patent, trade secret, moral right, privacy right, right of publicity, or any other intellectual property or proprietary right; (ii) slander, defame, libel, or invade the right of privacy, publicity or other property rights of any other person; or (iii) cause PD:Verified to violate any law or regulation.
c. Your User Content could not be deemed by a reasonable person to be objectionable, profane, indecent, pornographic, harassing, threatening, embarrassing, hateful, or otherwise inappropriate.
d. Your User Content does not and will not contain Hateful Content, a Threat of Physical Harm, or Harassment.
16.8 The content and information available on the Website (including, but not limited to, data, information, text, music, sound, photos, graphics, video, maps, icons or other material), as well as the infrastructure used to provide such content and information, is proprietary to PD:Verified and/or licensed to PD:Verified by third parties.
16.9 For all content other than your own content, you agree not to otherwise modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, software or Services obtained from or through the Website. Additionally, you agree not to:
a. Use the Services or content for any commercial purpose, outside the scope of those commercial purposes explicitly permitted under this agreement and related guidelines as made available by PD:Verified;
b. Access, monitor, reproduce, distribute, transmit, broadcast, display, sell, license, copy or otherwise exploit any content of the Services, including but not limited to, using any robot, spider, scraper or other automated means or any manual process for any purpose not in accordance with this agreement or without the express written permission of PD:Verified;
c. Violate the restrictions in any robot exclusion headers on the Services or bypass or circumvent other measures employed to prevent or limit access to the Services;
d. Take any action that imposes, or may impose, in our discretion, an unreasonable or disproportionately large load on our infrastructure;
e. Deep-link to any portion of the Services for any purpose without the express written permission of PD:Verified;
f. “Frame”, “mirror” or otherwise incorporate any part of the Services into any other websites or service without the prior written authorization of PD:Verified;
g. Attempt to modify, translate, adapt, edit, decompile, disassemble, or reverse engineer any software programs used by PD:Verified in connection with the Services;
h. Circumvent, disable or otherwise interfere with security-related features of the Services or features that prevent or restrict use or copying of any Content;
i. Download any Content unless it’s expressly made available for download by PD:Verified.
17. Disclaimer of Warranties
17.1 PD:Verified will provide its Services with reasonable skill and care but does not give any guarantees, warranties or representations in respect of any other person’s services.
17.2 Because of the nature of the Internet PD:Verified provides and maintains the Website on an “as is”, “as available” basis and makes no promise that use of the Website will be uninterrupted or entirely error free. We are not responsible to you if we are unable to provide our Internet Services for any reason beyond our control.
17.3 Our Website may from time to time contain links to other websites which are not under the control of and are not maintained by us. These links are provided for your convenience only and we are not responsible for the content of those sites.
17.4 Except as provided above we can give no other warranties, conditions or other terms, express or implied, statutory or otherwise and all such terms are hereby excluded to the maximum extent permitted by law.
17.5 You will be responsible for any breach of these terms by you and if you use the Website in breach of these terms you will be liable to and will reimburse PD:Verified for any loss or damage caused as a result.
18.1 PD:Verified does not exclude liability for (i) any fraudulent act or omission; or (ii) death or personal injury caused by negligence or breach of our legal obligations. Subject to this, we are not liable for: (i) loss which was not reasonably forseeable to both parties at the time when the Contract was made, or (ii) loss (eg. loss of profit) to you or your business, trade, craft, profession.
18.2 In addition, PD:Verified will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation Internet outages, communications outages, fire, flood, war or act of God.
18.3 These terms do not affect your statutory rights as a Customer which are available to you.
18.4 PD:Verified excludes all liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect or consequential loss whether or not such arises out of any problem you notify to PD:Verified and PD:Verified shall have no liability to pay any money by way of compensation, including without limitation all liability in relation to:
a. Any incorrect or inaccurate information on the Website;
b. The infringement by any person of any Intellectual Property Rights of any third party caused by their use of the Website or any product or Service purchased through the Website;
c. Any loss or damage resulting from your use or the inability to use the Website or resulting from unauthorized access to, or alteration of your transmissions or data in circumstances which are beyond our control;
d. Any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong;
e. Any amount or kind of loss or damage due to viruses or other malicious software that may infect a User’s computer equipment, software, data or other property caused by persons accessing or using content from the Website, or from transmissions via emails or attachments received from PD:Verified.
f. In the event PD:Verified is found to be liable in any way, the maximum amount of liability shall be limited to the amount of the last annual membership fee paid.
18.5 PD:Verified does not accept any liability or responsibility for our Members. In addition, we do not accept any liability or responsibility in the event one of our Members is or becomes involved in any form of gross misconduct or any form of criminal acts.
18.6 PD:Verified performs qualification checks against our Members’ skills (Tutor/Assessor/Internal Quality Assurer/External Quality Assurer) to ascertain if they are legitimately qualified and in order for our Members to be listed on our Register. PD:Verified does not check if the Members are sufficiently qualified in the discipline they are teaching, assessing or quality assuring in. We only check to ensure that the individual Member is a qualified Tutor, Assessor, Internal and External Quality Assurer as set out above.
18.7 As a Member, you agree to keep up with your external and regulatory commitments to your continuing professional development (CPD) each year. In the event you do not up keep with your professional development (see 20.1), PD:Verified reserves the right to refuse to renew your Membership with us.
18.8 International Members must adhere to the regulations applicable in their country of work.
18.9 PD:Verified will not intervene in any disputes between members and other members, employers or learners.
18.10 PD:Verified is not a recruitment agency. By engaging with a Member from our Website, Users do so at their own risk.
18.11 PD:Verified does not carry out Disclosure and Barring Service (DBS) checks on Members or check that our Members have current insurance.
18.12 PD:Verified does not accept any liability for Members’ personal information on the Website being utilised by Users for any unintended purpose.
19. Member responsibilities and CPD monitoring
19.1 During your annual Membership period and starting after your first renewal, you must achieve 10 CPD points by undertaking training in order to develop professionally. We do require you to provide evidence to us by uploading the certificate of attendance in your Media folder and emailing it to us at firstname.lastname@example.org with the details. Once the training is verified we will update the points total in your account.
19.2 We will monitor your CPD points throughout the year.
19.3 If you do not achieve 10 CPD points within your Membership period, you must do so within 3 months of renewing your Membership. During this extension period your page will be removed from public review until the CPD is completed. Failure to achieve the CPD points within the three month extension will be a breach and could result in suspension of your Membership.
19.4 The PD:Verified Code of Conduct is a guideline of how we believe Members should conduct themselves in their professional role. Members must agree to the code as part of the Order process and are expected to follow the principles of our Code of Conduct throughout the duration of their Membership with us. A copy of our Code of Conduct is located at www.pdverified.com/code-of-conduct.
20.1 An automated reminder will be sent to you before renewal is due, either asking you for payment or notifying you that payment will be taken from your account for another year’s Membership (see 20.3).
20.2 If you have still not completed your 10 CPD points, your page will removed from public view for a maximum of 3 months for you to complete your CPD. Failure to achieve the CPD points within the three month extension will be a breach and could result in suspension of your Membership.
20.3 Upon the first year anniversary of your Membership, you will have the option to choose recurring billing, which means from your next renewal we will use your saved card details to automatically deduct your renewal fee each year until you advise us to stop.
20.4 Your renewal fee must be paid by the due date in order to maintain your Membership and online profile.
21. Circumstances beyond the control of either party
21.1 In the event of any failure by a party because of something beyond its reasonable control:
a. the party will advise the other party as soon as reasonably practicable; and
b. the party’s obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer’s above rights relating to delivery (and the right to cancel) or the Member’s rights.
22.1 Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulations (GDPR) with regard to your personal information.
22.2 These Terms and Conditions should be read alongside, and are in addition to, our policies, including our privacy and cookies policy.
22.3 For the purposes of these Terms and Conditions:
a. ‘Data Protection Laws’ means any applicable law relating to the processing of Personal Data, including, but not limited to the GDPR.
b. ‘GDPR’ means the UK General Data Protection Regulation.
c. ‘Data Controller’, ‘Personal Data’ and ‘Processing’ shall have the same meaning as in the GDPR.
22.4 PD:Verified is a Data Controller of the Personal Data we process in providing the Services to you.
22.5 Where you supply Personal Data to us so we can provide Services and Goods to you, and we process that Personal Data in the course of providing the Services and Goods to you, we will comply with our obligations imposed by the Data Protection Laws:
a. before or at the time of collecting Personal Data, we will identify the purposes for which information is being collected;
b. we will only process Personal Data for the purposes identified;
c. we will respect your rights in relation to your Personal Data; and
d. we will implement technical and organisational measures to ensure your Personal Data is secure.
22.6 PD:Verified provides an anonymous Contact Me form on each profile page. Any personal data or contact details you add to your public profile is done so at your own risk.
22.7 For any enquiries or complaints regarding data privacy, you can contact PD:Verified on (+44) 0333 577 0908 or by email at email@example.com.
22.8 We try to avoid any dispute, and deal with complaints submitted to us through our formal complaints policy.
23. Governing Law and jurisdiction
23.1 The Contract (including any non-contractual matters) is governed by the law of England and Wales.
23.2 Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.