Service terms and conditions

Perennial seeks to ensure that all information provided through its services is accurate and up to date but does not provide any representation or warranty that the information is accurate, complete or sufficient for your needs.

• We can offer support, advice and information but it is up to you to reach your own conclusions as to their relevance and their application to your own personal circumstances. Our team rely on you to provide sufficient and accurate information about yourself and your financial and other circumstances to enable them to help you by signposting you to information or to other sources of help and assistance.
• Where Perennial offers support in the completion of statutory or voluntary agency forms, these submissions will be made by yourself using the information you have provided. Perennial cannot guarantee the success of applications to external agencies. Perennial will not be held responsible for any omissions or errors in the information provided on and to the extent permitted by law. Perennial excludes liability for all and any loss or damage arising as a consequence of any use of the information provided through its casework service.
• Where errors and mistakes do occur Perennial will use its reasonable endeavours to assist in rectifying such error.

If you are unhappy with our services or otherwise wish to make a complaint then click here.

Limitation of Liability

Your attention is specifically drawn to the provisions of this clause. Nothing in these terms and conditions shall limit or exclude Perennial’s liability for:

• Death or personal injury caused by its negligence, or the negligence of its personnel, agents or subcontractors;
• Fraud or fraudulent misrepresentation;
• Breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); or
• Any other liability which cannot be limited or excluded by applicable law.

Subject to clause 1 Perennial shall have no liability, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any special, indirect, incidental, or consequential loss or damages arising from your use of the website or our provision of the services or advice.

Excluding FCA regulated Debt Advice. Subject to clause 1 Perennial’s total liability to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with your use of the website or the provision of the services or advice shall be limited to [£100].

Regulated Debt Advice

Some debts like credit cards, loans, pay now pay later and car finance is known as Consumer Credit Debt. Consumer Credit is an agreement between an individual (the borrower) and any other person (the lender) where the lender provides the borrower with credit of any amount. The Consumer Credit Act 1974 covers your rights when you borrow money, the actions that can be taken if you fall behind with payments and safeguards to protect you from unfair lending or debt collection practices.

Our debt advice in relation to Consumer Credit is authorised and regulated by the Financial Conduct Authority The Financial Ombudsman Service has set statutory limits of liability which are subject to change. More information can be found at: Compensation: Financial Ombudsman Service (financial-ombudsman.org.uk)

Zero Tolerance Statement

At Perennial we are committed to creating a secure, friendly, and welcoming environment.

We aim to treat those accessing our services courteously at all times and we ask for the same treatment in return. Perennial employees have the right to work and carry out their duties in an environment free from violence, threatening, discriminatory or abusive behaviour or language. This behaviour towards our staff will not be tolerated under any circumstances.

In any incidents of this behaviour or in cases of unnecessarily persistent or unrealistic service demands our team will immediately conclude their communication with you. In rare circumstances we may need to end our professional relationship. In these rare cases this will be explained by Perennial. In these cases wherever appropriate people will be signposted to alternative sources of support.