Terms & conditions

ACEVO is a membership organisation and members must pay an annual fee, in addition to a joining fee, to belong.

Members have certain constitutional rights as set out in the Articles of Association.

The specific benefits of membership (other than those provided in the Articles) are at the discretion of ACEVO and may be varied from time to time without prior notice.

Members are entitled to benefits (subject to a qualifying period for certain services) from the date on which they join/renew until the earlier of (a) the anniversary of their joining/renewing and (b) the date on which ACEVO ceases operations.

ACEVO membership applies to the individual who joins as a member and not to their organisation (irrespective of who pays for the membership).

Members will be issued with a membership ID number which may be requested when a member seeks to access member benefits.

Payment

The annual membership fee is based on an organisation’s most recently reported annual turnover.

Membership applies for a term of either 1 or 3 years starting on the day of joining. Membership payment must be made in total before he benefits of membership with ACEVO can be received.

Payment can be made by credit card, cheque, BACS or Direct Debit. Direct Debit payments attract a 10% discount on an annual membership. 3 year memberships attract a 15% discount.

If membership payment remains outstanding we will notify you by telephone, email or letter.

Membership applies from the first day of the month nearest to the date on which a member joins.

Membership fees paid are not refundable, including in the event that ACEVO ceases operations.

Personal details

All information provided by you to us must be true and accurate at the point of applying. In the event of a change of circumstances such as moving jobs, change of contact details or any other change that will affect your profile, a member should update their profile through your account on the ACEVO website.

Benefits

Members of ACEVO will be able to access a range of services and benefits, each of which may have more specific terms and conditions separately. Member benefits are only accessible if membership is active. Member benefits change from time to time without prior notice.  

Transfer of membership

ACEVO membership is individual. In the event that a member leaves their organisation, their membership will be tranferred to another individual, if the organisation paid for the membership. If the member paid themselves, they will take the membership with them to their new role. The member should update ACEVO as soon as possible.

Renewal

Membership is for the term of 1 or 3 years.

For members who pay by direct debit, an email notification will be sent four weeks prior to the renewal date indicating the cost of the renewed membership and the date the payment will be taken. Payment is usually taken on the first day of the renewal month or last working day of the previous month.

For members who pay by credit card, cheque or BACS, email renewal reminders will be sent before the membership expires.

If membership lapses, the former member will not be able to access the members area of the website or other member benefits until the membership is renewed. If the membership is reactivated within three months of lapsing, the joining fee will not be charged, and the membership will be retrospectively reactivated to the day following the original date of expiry.

The member should apply for membership within the turnover band most recently reported. In the event that the organisation for which member works has grown (or reduced) since the members joined/last renewed, the membership will be renewed in the turnover band most recently reported. Adjustments will not be made (in either direction) during a year.

We based membership on annual turnover. But using ‘currently applicable’ figures is not very accurate in predicting actual annual turnover. Would prefer to use ‘most recently reported’ i.e. last full financial year as this also matches our policy for renewals.

Cancellation

Membership services commence as soon as an application is processed. A member may cancel their membership at any time, but the membership fee (and joining fee if applicable) will not be refunded.

Members must notify ACEVO in writing if they wish to cancel membership either by email at membership@acevo.org.uk or by post to ACEVO, 150 Fenchurch Street, 4th Floor, London, EC3M 6BB.

Data protection

By applying for membership of ACEVO, each member agrees that ACEVO may use their data for the following purposes:

  • ACEVO may use a member’s contact details to send promotional information relating to member benefits and potentially relevant opportunities
  • ACEVO may send information and briefing material about potentially relevant sector issues
  • ACEVO may provide a member’s contact details (including name, job title, and organisation) to other members who are expected to attend or participate in events and services which the member is expected to attend/participate in.
  • ACEVO may store a member’s details electronically in order to process applications, invoices and otherwise administer membership services

Except in connection with the activities described above or where required to do so by law, we will not share your data with third parties without your permission.

Intellectual Property Rights

Copyright and all intellectual property rights in all material supplied by ACEVO to its members rests with ACEVO to the fullest extent possible.

Members may not reproduce, sell, hire or copy ACEVO materials without consent.

Limitation of Liability

To the extent permitted by law, ACEVO will not be liable by reason of breach of contract, negligence or otherwise for any loss or consequential loss occasioned to any person acting omitting to act or refraining from acting in reliance upon materials, information or opinion supplied by ACEVO. Consequential loss includes, but is not limited to, any loss of profits or anticipated profits, damage to reputation or goodwill, loss of business or anticipated business, damages, costs, expenses incurred or payable to any third party or any other indirect or consequential losses.

Force Majeure

ACEVO shall not be liable for any delays or failures in performance or breach of contract due to events or circumstances beyond its reasonable control.

Changes to terms and conditions

ACEVO reserves the right to change or update the terms and conditions without prior notice.

These terms and conditions apply to all participants at ACEVO events.

Attendance

  • ACEVO will confirm via email when they receive an online booking. One week prior to the event you will receive detailed event information. If you do not receive your event booking confirmation and detailed event information, please contact us at events@acevo.org.uk
  • Participants are expected to behave in a professional manner and respect diversity and equality while attending our events and to comply with the terms and conditions of host venues.
  • ACEVO will not be responsible for any expenses or other liabilities incurred as a result of attending any ACEVO event or programme.
  • Materials given to participants during an event are the intellectual property of ACEVO and the contents cannot be used reproduced, in full or part, without our prior written consent.

Fees, costs and membership

  • For member only events we expect the attendee to be a current ACEVO member, both at the date of booking and the date of the event itself.
  • If ACEVO cancels or postpones a paid for event you will receive a full refund. However we will not be responsible for travel, accommodation or any other related expenses incurred.
  • Cancellations must be received in writing to events@acevo.org.uk. Cancellations received one month or more before the event are eligible for a 50% refund. Cancellations received less than one month before the event are not eligible for a refund.
  • We are not able to offer refunds for cancellations arising from events outside of our control, including adverse weather conditions, flooding, or industrial action.
  • We reserve the right to change the venue of the event to another venue in close proximity.
  • If you are no longer able to attend a pre-booked paid for event, it may be possible for you to transfer the place to another person within your organisation, subject to ACEVO’s approval. However, if this person is not an ACEVO member there will be a non-member fee charged.

Limitation of liability

As far as legally permitted, ACEVO will not be liable for breach of contract, negligence, consequential loss, or otherwise as a result of action taken or not taken on the basis of information or advice provided in an ACEVO event or programme.

Data protection

ACEVO is the data controller for the purposes of the Data Protection Act 1998. If you have any queries relating to the use of your data, email membership@acevo.org.uk

If taking part in an ACEVO event, you are agreeing that we may use your data for the following purposes:

  • We will use your contact details to send you information relating to the event you have booked and to request feedback.
  • We may publish your name, job title, organisation and event attended within the participant group and as part of our promotional materials.
  • We may use your contact details to send you information about other courses, events and activities we offer.

Except in connection with the activities described above or where required to do so by law, we will not share your data to third parties without your permission.

Filming and photography

Some of our events are photographed and/or filmed. Attendees’ images may be used on our website and in marketing materials. If you do not want to be filmed or photographed, or you do not give permission for your image to be used please email events@acevo.org.uk

1. The purpose of the CEO in Crisis service is to support ACEVO members through a time in their CEO role where they feel their job may be under threat. The service consists of a safe space for members to discuss their specific situation in confidence and discuss strategies to work through and resolve the problem. This will involve coaching members through their challenge with the aim of achieving the best possible solution for the CEO under the circumstances. The advice given does not constitute actual legal advice unless the member is referred to a lawyer as part of the service (see 6.1).

2. Members accessing the service are required to have been in full ACEVO membership for a minimum of three months.

3. Full membership of ACEVO must be retained while support is received through the CEO in Crisis service until the situation is resolved.

4. Members must complete a referral form before accessing the service.

5. The advice and support service is provided virtually via telephone, email or Skype.

6.1 ACEVO membership also provides access to limited legal advice, when appropriate and as agreed by ACEVO. This is currently provided by Bircham Dyson Bell (BDB).

6.2 ACEVO will cover the first 4-5 hours of legal fees, equivalent to £1,000 plus VAT.

6.3 Should more than 4-5 hours of legal support be required, you will be personally accountable to BDB for any additional fees, which are offered to ACEVO members at discounted rates.

6.4 Where an out of court settlement or compromise agreement is reached, the employer’s contribution towards your (the employee’s) legal fees (which is generally offered as part of the terms of a compromise agreement) would be deducted from the BDB bill, after which ACEVO will pay any balance up to £1,000+VAT.

(For example, if the fees total £1,000+VAT and your employer agrees to cover £500+VAT towards your fees, then the employer will pay £500+VAT directly to BDB and ACEVO will pay the other £500+VAT.)

6.5 On the other hand, if you have incurred any legal costs in excess of £1,000 plus VAT (ie an amount above the potential maximum covered by ACEVO or a combination of the employer/ACEVO contribution) then BDB will invoice you personally for such additional costs. You will remain liable to pay these, unless your employer agrees to pay your fees in full.

7. As part of the service, and with your permission, ACEVO may refer you to other external providers.

7.1 Members may benefit from ongoing crisis coaching and emotional support from get2thepoint for a maximum of six months, unless otherwise agreed. Alternatively, you may be referred to Bird for resilience coaching and training. This will include up to two 45 minute telephone sessions to help you reconnect with your strengths and skills, and re-build your self-belief and energy. ACEVO will pay for this support as part of the CEO in Crisis service. Any additional support you need from these suppliers will be at your own expense and agreed directly with the supplier.

7.2 Referrals to other third party providers for support will be at the expense of the member accessing the service and is not covered as part of the CEO in Crisis service. These third parties may include:

  • TCM Group for mediation services
  • Athena for safeguarding issues
  • Joy Allen at Leading Governance for governance advice

8. ACEVO reserves the right to withdraw the service from any member where it considers the support is being misused and also to alter terms and conditions with one month’s notice.

9. We may ask if you would like to be contacted in future to provide feedback about our service. This is to enable us to evaluate the service to find out whether members are satisfied with the support we offer, to understand the impact the service has had on members’ experiences and to identify how the service might be improved. We will always seek your permission to do this.

10. Member support from ACEVO’s CEO in Crisis service will be offered for a maximum of up to six months from the date of referral. Further support required beyond this time period may be arranged but will be charged at an hourly rate.

11. Members accessing the service should be aware of ACEVO’s confidentiality policy.

At ACEVO, we believe in creating a safe space for you to seek information and advice, and share your feelings, without the fear of this information being shared outside of our service. This is why the information you share with us, whether in writing or by phone, is kept confidential wherever possible (please see below for the exceptions to this policy).

Confidentiality offered is between yourself and the service. By ‘service’, we mean ACEVO as an organisation, not individual team members. This is because we may sometimes pass details onto colleagues within ACEVO or, with your permission, to third party suppliers who may offer legal, emotional or other support.

What does confidentiality mean in practice?

  • We will not share the information you provide to us with other people outside of our service, unless with your explicit permission or at your request (eg if you ask to be referred for legal or other external support).
  • Electronic information we hold about you will be stored securely on our database. Information on paper will be kept in a locked drawer.
  • We will not take third party requests for this service. We will not contact you by phone or send you information without first having direct contact from you
  • General information will be collected for monitoring purposes. This is so we can understand the needs of our members using our service, report on this, and make improvements to our service. This information may also be used to identify trends in issues/concerns affecting our members which may be used to inform our leadership development and member learning activity.
  • We may ask if you would like to be contacted in future to provide feedback about our service. This is to enable us to evaluate the service to find out whether members are satisfied with the support we offer, to understand the impact the service has had on members’ experiences and to identify how the service might be improved. We will always seek your permission to do this.
  • Sometimes calls may be monitored for quality control and training.
  • We work in line with the Data Protection Act and GDPR.

Breaking confidentiality – exceptions to our policy

There are some exceptional circumstances where we may break confidentiality; usually due to a legal obligation, or to ensure your safety, or the safety of others. These are:

  • In the event that terrorism, money laundering or bomb threats are disclosed
  • If we receive a statute or court order requesting that we share information
  • If we are instructed to by the police
  • Where there is risk of abuse to an adult or a child
  • Where there is a serious risk to the safety of yourself or others
  • In the event that staff and volunteers are threatened or abused
  • In the event that the service is abused, preventing others from accessing the support they need
  • In the event that someone is taking steps to end their life and we feel sure they do not have the mental capacity to make that decision.

In many of the cases listed the most appropriate response would be to contact the emergency services. If contacting emergency services does not seem suitable a decision to break confidentiality will be reconsidered. Where possible the member using any one to one member support service will be informed of our consideration about passing details to third parties. We will always attempt to collect information openly and honestly.

1. Introduction 

At ACEVO we are committed to providing high quality services to everyone who comes in contact with us. We are delighted to hear from those who use our services and find them helpful. However, we’re always looking to improve, so it’s really useful to hear if we occasionally get things wrong so we can put them right. If you feel we have not reached the standards you expect we want you to know what you can do and what will happen in such a case.

2. How do I complain?

Most complaints can be resolved informally. Sometimes all that’s needed is a conversation. If you would like to start with an informal complaint the first step is to contact the person involved directly or their line manager. Either drop us an email, write a letter or phone the office (you can find our contact details here).

Please give us a clear description of your complaint and what you would like us to do to sort things out. Don’t forget to include your contact details so we can get back to you with a response. If your matter is resolved no records will be kept as it has been considered an informal complaint.

If you are not happy with the response you get or you feel the complaint is serious (and you are not a member of staff) you can raise a formal complaint by contacting the head of membership Anne Wallis on anne.wallis@acevo.org.uk or via 020 7014 4600.

Members of staff can approach their line manager or the chief executive and follow the grievance policy.

 3. What happens next?

Your complaint will be logged and passed on to an appropriate person; within two working days we will confirm we have received your complaint. You will get a response within 10 working days. If the complexity of the case means that we expect it to take longer than 10 days we will let you know as soon as we can.

 4. If you are still not satisfied

If you are dissatisfied with this outcome from your complaint you should let us know and your complaint will be referred to chief executive, Vicky Browning. You will hear further from her within a further 20 working days.

If you are still dissatisfied with the outcome then you should let us know and your complaint will be referred to the next board meeting of the trustees. You will be informed of the date of that meeting.

Clear minutes will be made as to the procedures to be carried out and you will receive full details of discussions relevant to your complaints.

At all stages along the process, if any deadlines cannot be met you will be kept fully informed as to what is happening.

Proceedings and records relating to complaints, will as far as practical, be kept confidential.

As a charity, we are of course regulated by the Charity Commission, so you can also use the Commission’s complaints procedure if appropriate.

5. Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop similar problems happening in future.

Not an ACEVO member?

If you have any queries please email info@acevo.org.ukor call 020 7014 4600.

Apply to join

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