Payment
BACs/Bank Transfer
Bank: Santander Sort code: 090128 Acc: 33748666
For credit/debit card payments please call our admin team on 0800 9548869
Signatures
Item marked with * are mandatory fields
I hereby confirm that I am duly authorised to commit to the membership for support services
as detailed in the Service Level agreement and as per the choices indicated in the document
* Signature of Authorising Person:
* Position in Organisation
Welcome
* Phone:
Contact Details
* Address:
* Email:
* Mobile
Unit 5 Evans Business Centre, Durham Way South,
Aycliffe Business Park, Newton Aycliffe,
County Durham DL5 6ZF
Email: enquiries@compass-ne.co.uk. Web: www.compass-ne.co.uk
!
Unit 5 Evans Business Centre, Durham Way South,
Aycliffe Business Park, Newton Aycliffe,
County Durham DL5 6ZF
Email: enquiries@compass-ne.co.uk. Web: www.compass-ne.co.uk
!
Welcome
Welcome to the Compass Navigating Excellence Ltd membership scheme. We have available a support
system that you will now be able to access containing information and support regarding compliance
matters with the Care Quality Commission.
Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service related
incidents and/or requests submitted by the Customer within the following time frames:
• Requests for onsite support must be made 14 days prior to requirement
• Queries from Thursday 12.00 until Friday at 12.00 will be responded to no later than close of
business the following Monday. Queries from 12.30 Friday onwards will be responded to no
later than end of business Tuesday
• Remote assistance will be provided by telephone in response to email requests where
appropriate this support will contribute towards the banked hours of support
Our Team
Our team of support specialists all have extensive experience in dealing with the CQC, whether that entails
registering services on behalf of some of the 1500 providers we have helped to date or in assisting with
development of new policies procedures and audit systems to match the requirements of the Essential
Standards of Quality and Safety.
Cancellation notification from Customer
The Customer is required to provide 1 months notice of intent for the cancellation of this agreement 1
calendar month prior to the anniversary date of this agreement. Notice must be given in writing. The
membership is for a minimum 12-month term, clients canceling before this time will attract full payment of
the contracted term.
Most of our team have worked inside the CQC and can bring a unique insight in to the inner workings and
systems of the Commission. As part of your membership you will be appointed your own relationship
manager.
Assisting you with the burden of CQC Compliance
To assist you in being able to meet the challenges of the standards we have developed three levels of
support that should suit your organisation regardless of size or complexity.
Cancellation due to non-payment of fees
Compass Navigating Excellence Ltd reserves the right to withdraw support in the event that the customer
breaches the agreed payment terms. Any cancellation prior to the anniversary date of the agreement due
to non payment of agreed fees will attract full payment of the contracted term within 14 days of
cancellation.
Compass Navigating Excellence reserves the right If payment schedules are not adhered to then add an
additional charge to cover the administration of the account. Failure to pay membership fees in line with
agreed terms can result in the suspension of the membership and all support provided will be charged at
full consultancy rates
Banked Hours
As part of the standard package of support you will receive a bank of hours included in your support cost.
This is a simple way of keeping track of support you have used.
Additional Modules
As well as the set support packages we can also offer you add on modules, these are:
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10 hours telephone support
Additional onsite visits
Bespoke training days
Critical Friend Audits
Full on site audit start
Alterations to Service Provision
Compass reserve the right to change these terms and conditions at any time, and you agree to abide by
the most recent version of the membership support.
Members will be informed via email of any changes but it is the members responsibility to view the
Compass website for any changes made.
Payment Terms
All membership payments must be made in full at the time of the membership
Payment must be made in accordance with the schedule as agreed between Compass Navigating
Excellence Ltd and the provider; payment must be with Compass Navigating Excellence Ltd no later than
48 hours after the due date. Late payment will attract an additional surcharge of 10% of the total
membership fee to cover administration costs.
Option 1
Email support with a response time of 48 hours
Telephone response of 48 hours
This package entitles you to receive up to 12hrs of banked support pa.
2 on site visit for up to 6 hours per day
Option 2
Email support with a response time of 48 hours
Telephone response of 48 hours
This package entitles you to receive up to 24hrs of banked support pa.
3 on site visits for up to 6 hours per day
Contact
As part of your membership you will be appointed a relationship manger who will provide you with direct
contact information.
Should you be unable to contact your relationship manager then contact can be made via the Compass
Navigating Excellence Ltd Office via the following:
Tel:
0800 689 8864
Email: admin@compass-ne.co.uk
Option 3
Email support with a response time of 48 hours
Telephone response of 48 hours
This package entitles you to receive up to 48hrs of banked support pa.
5 on site visits for up to 6 hours per day
All billing enquiries are to be made via the number and email above or via the details at the foot of each
page.
Service Availability
The availability of telephone, email and onsite support are as follows:
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Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
Emails received outside of office hours will be collected, however no action can be guaranteed
until the next working day
Onsite assistance will be provided at 14 days notice, Compass Navigating Excellence Ltd
reserves the right to extend this during high periods of demand. All requests for on-site
assistance will be dealt with on a 1st come 1st served basis
Response to email enquiries in 48 working hours
Telephone response of 48 hours
Telephone support can take the form of request for work (action plans etc) or reviews of work
currently undertaken
Unit 5 Evans Business Centre, Durham Way South,
Aycliffe Business Park, Newton Aycliffe,
County Durham DL5 6ZF
Email: enquiries@compass-ne.co.uk. Web: www.compass-ne.co.uk
!
!
Unit 5 Evans Business Centre, Durham Way South,
Aycliffe Business Park, Newton Aycliffe,
County Durham DL5 6ZF
Email: enquiries@compass-ne.co.uk. Web: www.compass-ne.co.uk