Customer Service

Shipping, Delivery & Payment
Your order will be processed as soon as possible after receipt. Usually, this will be within 7 days, but in busy periods (ie, the start of the autumn term) this may be longer. Your order will be sent by Royal Mail 2nd Class Recorded Delivery and will need to be signed for upon receipt. If you require your items more quickly, or need a guaranteed delivery date please do call us and ask for assistance. Your invoice will be sent with your order and we ask you to note that we do require payment within 30 days from the date on the invoice. Please respect this. Credit Control increases our costs and means we have to increase our prices to you!
Customer Care Information
We take great pride in providing high levels of Customer Service. This is our usual standard, and we believe that good Customer Service should be your Right.
* We will answer your calls promptly, efficiently and with a friendly manner
* Every client is equally important, no matter the size of their order
* Your orders will be fulfilled promptly, or we will let you know in advance of any delays
* Your questions will be answered to the best of our ability, and if we don’t know the answer, then we will do our utmost to put you in touch with someone who can
* If you email us we will reply to you within 2 working days
* If you leave a phone message, then someone will call you back
Contact Customer Care
If you have any complaints about this website or any of our services then please do contact our customer care team on the below.
Email: customerservices@schoolcouncils.org
Telephone: 0845 456 9428
SCUK (2009) Ltd, 5 The Quadrangle Centre, The Drift, Nacton Road, Ipswich IP3 9QR
If you have any trouble with accessing any areas of this website or any of the links, or indeed have any comments, then please contact our customer care team as above.
Contact Us
The various contact details are as follows:-
Customer Care Email: customerservices@schoolcouncils.org
Order Queries Email: orders@schoolcouncils.org
Membership Email: members@schoolcouncils.org
Training Enquiries Email: training@schoolcouncils.org
Telephone: 0845 456 9428
Fax: 0845 456 9429
SCUK (2009) Ltd, 5 The Quadrangle Centre, The Drift, Nacton Road, Ipswich IP3 9QR
Privacy Policy
This privacy policy applies only to personal information as described by by the Data Protection Act given to us via email from this website or via the shop. It does not apply to any information you provide to us via any other website, which would be governed by that company’s privacy policy. The only way we receive your personal information is when you email us from this website, or via an order placed in the online shop. Any personal information you provide (including your email address) may then be used to contact you in the normal course of our business, including general marketing information that we feel may be of interest to you. It is not our policy to provide your personal information as described within the Data Protection Act to any third party outside the School Councils Network, unless you have indicted to us that you wish to receive other information. If you do not wish to receive further marketing information from us, or if you wish to amend, verify or delete and personal information we hold, then please email us on info@schoolcouncils.org, fax us on 0845 456 9429 or write to us at SCUK (2009) Ltd, 5 The Quadrangle Centre, The Drift, Nacton Road, Ipswich IP3 9QR. Your request will be carried out upon receipt. By providing your information to us you give your consent to the collection, storage, processing and use of your personal information by us, as described in this privacy policy.
TERMS & CONDITIONS
Terms and Conditions of Business of SCUK (2009) Ltd, trading as School Councils UK and School Councils Trading (hereinafter referred to as SCUK), Registered Office 37 Lower Brook Street, Ipswich, Suffolk. Trading address, 5 The Quadrangle Centre, The Drift, Nacton Road, Ipswich IP3 9QR.
Characteristics of Goods & Services
PROVIDING CORRECT GOODS/SERVICES: SCUK will make every effort to provide the goods or services as ordered by the customer and as described in the relevant commercial communication (see details below on the substitution of goods)
FIT FOR PURPOSE: SCUK, to the best of its ability will supply goods or services fit for the purpose described and for any purpose that a customer has made known to them
SATISFACTORY QUALITY: Goods or services supplied by SCUK will be of a satisfactory quality, and in particular taking into account the price, nature of the goods or services and the description given will be (a) Safe [as per relevant health & safety and consumer protection legislation], (b) Durable, (c) Of acceptable appearance and finish, (d) Free from minor defects.
Provision of Goods/Services
UNSOLICITED GOODS & INERTIA SELLING: SCUK will not send goods or provide services for which payment is requested to any addressee without first having received an instruction to supply such goods or services.
HOAX ORDERS: SCUK will do their utmost to prevent hoax orders so that the irritation resulting from such hoax orders is minimised.
INVESTIGATING HOAX ORDERS: Any allegation that a hoax order has been received will be promptly investigated and, where appropriate, SCUK will provide the complainant with order details (such as the original order form or a record of the date and time of any telephone call). Where there is any doubt as to the authenticity of an order, SCUK will arrange to collect the goods in question or allow the return of the goods free of charge. Requests for payment for alleged hoax orders will cease as soon as the allegation is received and any unavoidable delay in stopping such requests will be fully explained to the customer.
FULFILMENT TIMING: SCUK will take no longer than 30 days from the day following the date on which the customer has sent their order to fulfil an order unless SCUK has a fair reason for later fulfilment, and has clearly stated at the time of the customer placing the order when the order will be fulfilled (or that it may not be fulfilled due to limited stocks or insufficient orders).
FAILURE TO FULFIL: If it becomes clear to SCUK that an order cannot be fulfilled within 30 days without prior agreement, the customer will be informed immediately giving them a firm date for despatch, or regular progress reports, and giving them the opportunity to cancel. If a customer requests cancellation, SCUK will provide a full refund of any sums paid in advance within 30 of receipt of such request. A cancellation request will be accepted even when it is not possible to prevent delivery and in that case SCUK will meet the customer’s reasonable cost of returning the goods.
SUBSCRIPTION/SERIES: If the customer order is for a subscription, membership or series, the order is fulfilled for the purpose of the above when the first item is despatched or the service is first made available to the customer.
AVAILABILITY OF GOODS: SCUK will take all reasonable steps to ensure they do not create a demand that cannot be met, ensuring that best efforts are made to ensure that sufficient stocks are available.
SUBSTITUTES: If a product becomes unavailable, a substitute may be made of equivalent quality and price. SCUK will accept the return of any unwanted substitute products and will meet the cost of such return unless the customer has informed SCUK prior to despatch of the goods that the substitute will be acceptable.
SUBSTITUTES & PROMOTIONAL OFFERS: If a promotional offer becomes unavailable products of a similar or greater perceived quality and value will be substituted unless SCUK has clearly stipulated an alternative procedure in the promotional offer.
PREPAYMENTS: If the customer pays in advance of receipt of the goods or services by credit or debit card the relevant account will not be debited until the goods or services are available to be despatched or provided. A payment in advance by cheque may be paid into SCUK’s account before the product or service is despatched or provided.
FAILURE TO FULFIL AFTER PAYMENT IS CASHED: If it becomes clear after the payment has been cashed that the order cannot be fulfilled, then SCUK will offer to refund the money paid within 30 days unless the customer prefers to wait, in which case they will be given a firm despatch date or regular progress reports.
OWNERSHIP OF GOODS: Ownership of goods shall pass to the customer once delivery has taken place and payment has been made in full. Until such time the customer shall hold the goods as bailee for SCUK and shall indemnify SCUK against any loss, damage or deterioration. SCUK may enter the customer’s premises and repossess any goods which remain the property of SCUK at any time if the client commits any act of bankruptcy or (being a company) enters into liquidation or has a receiver appointed or if it is in default of any of its obligations under this or any other agreement with SCUK. The provisions of this clause shall also apply where the goods remaining the property of SCUK are mixed with other goods or become a constituent part of other goods and SCUK shall also have ownership of other such goods. In the event of their being repossessed by SCUK, the customer shall be entitled to fair and reasonable compensation for work carried out by and for any other goods contributed by the customer.
Cancellation
RETURN OF GOODS & REFUNDS: If for any reason the customer is not satisfied with the goods (excluding training, please see separate Terms and Conditions) for any reason, the customer can return the goods to SCUK for a refund of the cost of the goods, excluding any packing and postage and the cost of returning the goods, providing they are received in good and resaleable condition by SCUK within 30 days of the customer receiving the goods. In the case of goods provided in packaging then the packaging must be intact. In some circumstances the packaging and postage costs and/or the cost of returning the goods to SCUK will also be refunded. See below for details and exceptions.
REFUNDS: SCUK will offer to refund all money paid if: (a) Goods /Services not received: The customer has not received their goods or services, unless they prefer to wait (in which case they will be given a firm despatch date or regular progress reports) or a substitute is provided in line with details above. (b) Damaged Goods: Goods are returned because they are damaged when received, are faulty or are not as described (see above), in which case SCUK will bear the cost of post & packing, including the cost of returning the goods. (c) Goods not received: Goods that have been returned are not received by SCUK providing the customer can produce proof of posting.
Force Majeure
SCUK shall be under no liability if it shall be unable to carry out any of the provisions of any order for any reasons beyond its control including (without limiting the foregoing) Act of God, legislation, war, fire, flood, drought, failure of power supply, lock out, strikes or other action in contemplation of the furtherance of a dispute (but not strikes or other action in contemplation of the furtherance of a dispute taken by SCUK’s employees). During the continuance of a situation of ‘Force Majeure’ the customer may by written notice to SCUK cancel the order and pay for work done and materials used, but subject to this shall otherwise accept delivery when available.
Data Protection
PROCESSING OF PERSONAL DATA (as defined by the Data Protection Act): SCUK represents, warrants and undertakes to the customer that it shall process any personal data (as defined in the Data Protection Act 1998) solely for the purposes of the order and for contact and marketing by SCUK and it’s associated companies and organisations. SCUK represents, warrants and undertakes to the customer that it has in place appropriate technical and organisational measures against accidental or unlawful destruction, loss of, alteration to, unauthorised disclosure of or unauthorised access to any personal data. SCUK shall ensure that each of its employees, agents and subcontractors are made aware of its obligations with regard to the security and protection of personal data.
Intellectual Property & Copyright
INTELLECTUAL PROPERTY: The intellectual property rights in any work created by SCUK or for SCUK by a subcontractor appointed by SCUK in relation to a contract shall vest in SCUK unless it is agreed in writing that such intellectual property rights shall pass to the customer
COPYRIGHT: The copyright of any goods supplied to or made available to any customer belongs to SCUK or to the author or designer or publisher of the goods as stated thereon. The customer shall not amend or alter any of the goods in any way whatsoever in any attempt to assign or transfer copyright to that customer.
Charges & Payment
PAYMENT OF INVOICES: Unless specifically agreed between SCUK and the customer normal payment terms are nett 30 days from date of invoice (payment due within 30 days of invoice date). All prices are strictly net and are exclusive of VAT which will be payable by the customer at the rate valid at the time of supply of the goods. All goods subject to VAT will be clearly marked on any price list.
INTEREST ON OVERDUE BILLS: SCUK reserves the right to charge interest at the rate of 2% per month or part thereof on any overdue sums from the date on which payment was due (which shall mean the date specified in writing on the invoice or 30 days after the date of any invoice if no specific payment date is mentioned) to the date on which payment is received.
LIABILITY: SCUK’s entire liability (including liability for acts and omissions of its employees, agents and subcontractors) in respect of any breach of its contractual obligations and of any representations, statements or tortious act or omission including negligence shall be limited to the order price (excluding postage and telecommunications costs). SCUK shall not be liable for any loss or damage caused or contributed to by a breach of any of the customer’s warranties or undertakings (or by any of the circumstances by virtue of which SCUK is relieved of its contractual obligations in accordance with details below). SCUK shall be relieved of its contractual obligations to the extent that their performance is prevented by or their non-performance results wholly or partly, directly or indirectly from the act, neglect or default of the customer including any breach by the customer of these conditions.
Consequential or Indirect Loss
SCUK shall not be liable for any indirect or consequential loss or damage, loss of profits or goodwill or loss of any kind, other than the direct loss suffered by the customer and subject to limitation under sub clause above.
Liability for Death or Personal Injury
Notwithstanding the subclauses above, SCUK’s liability to the customer for death or injury resulting from its own or that of its employees, agents or subcontractors negligence shall be limited to a sum no greater than one million pounds sterling.
Customer Service
PROMPT, EFFICIENT & COURTEOUS: SCUK will at all times aim to give prompt, efficient and courteous service to customers and has in place adequate procedures to achieve this.
CONTACT DETAILS: SCUK will ensure that customers are always able to contact them easily via post, email or telephone, in order that customers can raise queries or complaints with the minimum of effort.
ORDER RECORDS: SCUK will keep records of the processing of all orders received for goods and services and will maintain an adequate system of monitoring and recording queries and complaints.
ANSWERING QUERIES: SCUK will answer customer queries promptly and efficiently and will carry out instructions immediately, or where this is not possible will give a careful explanation as to why a particular request is not possible or will take some time to action. In particular, in the event of a cancellation of an order, SCUK will explain if goods have already been despatched or if further letters incorrectly requesting payment cannot be prevented.
RESPONSIBILITY FOR STAFF: SCUK will accept responsibility for statements made by their staff or others working on their behalf.
COMPLAINTS: SCUK recognises that the failure to deal with queries efficiently can lead to dissatisfaction and complaints. SCUK will take all complaints seriously and deal with each one in an efficient and courteous manner. Complaints will normally be dealt with within five working days. If the complaint is complex or cannot be dealt with within 10 working days of receipt, then it will be acknowledged within 5 working days of receipt. If a complaint is found to be justified, SCUK will deal with it quickly, effectively and courteously. If a complaint is not justified, this will be politely explained to the complainant. Where there is any uncertainty then SCUK will always assume that the customer is right. If the customer is still not satisfied then SCUK will advise the complainant of the services provided by the Direct Marketing Authority.
PAYMENT & COLLECTION PROCEDURES: SCUK’s debt collection procedures will be reasonable. Letters requesting payment will be polite and clear, and sufficient time will be allowed between correspondence for payment to be made. Before referring any debt for collection by a third party, SCUK will first serve adequate and polite notice of their intention to do so. SCUK will comply with section 40 of the Administration of Justice Act 1985 and the Office of Fair Trading guidelines on payment and collection procedures, namely the Guidance on Debt Collection.
THIRD PARTY DEBT COLLECTORS: SCUK will satisfy itself that any parties used for the collection of debt have reasonable procedures and methods.
Enforceability
Any complaint or claim regarding any order supplied or carried out by SCUK must be notified to SCUK in writing within 21 days of the date of despatch of the goods or any such claim will be deemed to be invalid. No waiver by SCUK or the customer of any breach of contract by the other shall be considered as a waiver of any subsequent breach of the same or any other provision.
Severability
Notwithstanding that any provisions of this contract may prove to be illegal or unenforceable the remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions constitute the entire agreement between SCUK and the customer with respect to the matters dealt with therein. No variation to this agreement shall be valid or effective unless made in writing and signed by both of them.
Jurisdiction
This agreement is subject to English Law and SCUK and the customer agree to submit to the jurisdiction of the English courts in respect of any dispute or difference arising under it
Claims
Advice of damage, delay or partial loss of goods in transit or non-delivery must be given in writing to SCUK and the carrier within three clear days of delivery (or in the case of non delivery within 28 days of despatch of the goods) and any claim in respect thereof must be made in writing to SCUK and carrier within seven clear days of delivery (or in the case of non delivery within 42 days of despatch). All other claims must be made in writing to SCUK within 28 days of delivery. SCUK shall not be liable in respect of any claim unless the aforementioned requirements have been complied with.
5 THE QUADRANGLE CENTRE THE DRIFT NACTON ROAD IPSWICH IP3 9QR