Terms of use

Our tools give indications, not decisions

Our quizzes, checklists and calculators are designed to help you think and to point you at the right area to explore. They use the information you type in, they cannot see the whole picture, and they are not an assessment. A result that says an area is worth exploring further means exactly that — no more.

NHS Continuing Healthcare and local authority funding

Eligibility for NHS Continuing Healthcare is decided by an Integrated Care Board using the national framework, and financial support from a local authority is decided by that authority. Only they can decide. We can help you understand the process, prepare properly, gather evidence and present the situation clearly — which often matters a great deal — but we cannot and do not guarantee an outcome.

Figures change

Care fees, capital limits and benefit rates change, usually each April. Every guide carries a last-reviewed date and links to the GOV.UK or NHS source. Please check the source before making a decision that turns on a specific figure.

Urgent situations

This website is not an emergency service and is not monitored around the clock. If someone is in immediate danger call 999. For urgent medical advice that is not an emergency call NHS 111. If you are worried that an adult is being abused or neglected, contact the adult safeguarding team at their local council. If we believe someone is at immediate risk we may pass information to the appropriate authority, and we may not be able to ask you first.

How an engagement starts

Before any paid work begins we send you a short engagement letter setting out what we will do, what we will not do, what it costs and how long it will take. Work starts when you confirm that letter. Booking a free 20-minute call does not create a paid engagement.

Fees, VAT and payment

Prices shown on the site are in pounds sterling and include VAT where VAT applies. Fixed-fee work is payable in advance unless the engagement letter says otherwise. If work is charged by time, we tell you the rate and give you an estimate before we start, and we will not exceed the estimate without asking you first.

Your right to change your mind

Because you are buying as a consumer at a distance, you normally have 14 days from the day you confirm the engagement to cancel and receive a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start within that 14 days — which families in a hospital discharge situation almost always do — you can still cancel, but we may keep a fair amount for the work already done. If the service has been fully delivered at your request within the 14 days, the right to cancel falls away.

Moving or missing an appointment

Please give us 24 hours’ notice to move an appointment and we will rearrange it free of charge. We understand that care emergencies do not give notice — if something urgent happens, tell us and we will not charge you. A repeated no-show without contact may be charged at the full fee.

What we need from you

• Information that is accurate and reasonably complete — our guidance is only as good as what we are told
• The authority to share information about someone else, where you are acting for them
• An understanding that the decisions remain yours. We will give you our honest view, but we will not make the decision for you

If we cannot help

If we conclude that we are not the right people for your situation — or that you need a solicitor, a regulated financial adviser or a clinician instead — we will tell you plainly, refund anything you have paid for work not yet done, and point you in a sensible direction.

Our liability to you

We take our work seriously and we carry professional indemnity insurance. Where we are liable to you for a paid service, our total liability is limited to the fees you paid us for that service, except where the law does not allow us to limit it.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.

We are not liable for a decision made by an Integrated Care Board, a local authority, the NHS, a care provider or any other third party, nor for loss arising because information you gave us was incomplete or inaccurate.

If something goes wrong

Please tell us. Our complaints procedure explains how we handle it and how quickly. We would always rather fix a problem than have you live with it.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.