Page 29 - Ranger Home Care - Client Handbook

10. Invoices
10.1 Ranger Home Care will invoice the client, or client Representative for all its agreed fees and costs.
10.2 Invoices will be issued on a monthly basis, and a direct debit must be in place.
10.3 Payment of invoice must be received within 7 days of invoiced date, via direct debit.
10.4 Without prejudice to any other right or remedy that the company may have, if the client and/or client fails to pay Ranger Home Care on the due date, Ranger Home Care reserves the right to:
(a) Charge interest on fees from the due date of payment at the annual rate of 7% over the base rate of Nat West Bank PLC, calculated on a daily basis until payment is made.
(b) Suspend or terminate all services until payment has been made in full.
(c) Charge for all reasonable professional third-party costs directly incurred in recovery of any outstanding invoice. These may include legal costs.
11. Complaints and client Cancellation
11.1 Ranger Home Care are responsible for ensuring the Carers employed by the company for the provision of care service, have the necessary skills and knowledge for the services having regard to all the requirements of the client as agreed prior to commencement of the service, and detailed in the client Care Plan Throughout the service provision, Ranger Home Care will monitor the carer to ensure that the client’s Care Plan is being carried out. In addition, Ranger Home Care will attempt to resolve any issues with the Client through the detailed complaints policy and procedure, which is contained within the Client Handbook.
11.2 If the client continues to find the services provided to be unsatisfactory, or if incompatibility arises which cannot be resolved using the complaints policy and procedure, or despite Ranger Home Care’s reasonable effort to provide a suitable replacement carer, the client may cancel the Contract by giving 1 months written notice of cancellation to Ranger Home Care, as is in accordance with our cancellation policy referred to at 4.1 of this Contract. This must be sent to finance@rangerhomecare.com
12. Permanent Engagement of Care Staff
12.1. Should the wish to directly engage a carer in the employ of Ranger Home Care, you may:
(a) Continue to have the carer supplied on the same terms provided for in this contract for an extended period of 6 months from the date we received notice of intention to directly engage our carer, following which the carer will be able to transfer to you without the payment of any introduction fee.