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Terms and Conditions of use of Dementia UK Clinical Services

    These terms and conditions were last updated on Thursday 18th July 2024.

    Dementia UK Clinical Services means:

    1. the Dementia Helpline,
    2. Virtual Clinics,
    3. Nationwide Clinics,
    4. The Charity for Civil Servants Admiral Nurse Service,
    5. Professional Footballers Association (PFA) Admiral Nurse Service,
    6. Rugby League Cares,
    7. Market Harborough Clinics Admiral Nurse Service,
    8. Charnwood Clinic Admiral Nurse Service,
    9. Foundry Healthcare Lewes Admiral Nurse Service,
    10. HM Prisons Admiral Nurse Service,
    11. Dementia UK Staff Clinics,
    12. Any Corporate Partnership or Dementia at Work clinics.

    Each delivered by Admiral Nurses directly employed or contracted by Dementia UK (“we” “us” our”).

    By contacting or arranging an appointment with any of Dementia UK Clinical Services you are consenting to be bound by these terms and conditions.

    Important: Our Admiral Nurses can give help and guidance to those living with or caring for someone with dementia. They cannot provide treatment, medical advice or diagnoses. If you wish to discuss specific medical concerns, we strongly recommend that you contact your GP. Our Admiral Nurses cannot endorse or recommend any particular medical treatments or forms of care.

    Please note: none of Dementia UK Clinical Services are an emergency service and they are not available 24 hours a day. Please see clause 5 below for further information on availability.

    1. Background and introduction
      1. These terms and conditions apply to and govern the relationship between you and us in respect of your use of Dementia UK Clinical Services. They do not apply to any other interaction between you and us or any other service we may provide to you.
      2. “Admiral Nurse” means a specialist dementia nurse, registered with the Nursing and Midwifery Council and contracted by Dementia UK to provide services via Dementia UK Clinical Services
      3. Dementia UK is a registered charity in England & Wales (1039404) and in Scotland (SCO47429) and a company limited by guarantee (number 02944156). Our registered office is at 7th floor, One Aldgate, London, EC3N 1RE.
    2. What we can do and what we cannot do
      1. Through Dementia UK Clinical Services we can provide advice and support to:
        1. Family and friends of someone with dementia;
        2. Professional carers caring for someone with dementia; and
        3. Anyone who has dementia related concerns about their own health or the health of another.
      2. We do not provide any services to organisations, businesses or to those using such services for commercial purposes save as set out in this clause.
        1. When you contact Dementia UK Clinical Services you will be communicating directly with one of our Admiral Nurses who are able to provide advice and guidance (including written guidance where requested) on:
        2. Coping with a diagnosis of dementia;
        3. Explaining a diagnosis of dementia and the effects this can have on the person, their family and contacts;
        4. Organisations available in their local area who are able to provide further advice, guidance and care in respect of dementia;
        5. Promotion of wellbeing and prevention of ill health in the person diagnosed with dementia and their family;
        6. Preventing and managing changes in behaviour and social functioning in respect of a person diagnosed with dementia;
        7. Coping with dementia, whether in respect of yourself or someone else;
        8. Providing care for someone with dementia, although please note that our Admiral Nurses are only able to provide advice and guidance including advice about the types and availability of care;
        9. Social and dementia care facilities and services, their function and uses; and
        10. Giving general guidance about medication (subject to the restrictions in clause 3.3 below) We do not provide any other services through Dementia UK Clinical Services other than as set out in this clause.
      3. We are unable to provide advice or guidance in respect of:
        1. Providing a diagnosis of dementia;
        2. Prescribing any medication;
        3. Giving opinions on particular care facilities or specific services offered by any care facilities. We will not give a recommendation in respect of a particular care facility but can give general information on what you should consider when looking at potential local care facilities;
        4. Any matter relating to a country or jurisdiction outside England, Scotland, Wales, Northern Ireland, the Isle of Man and the Channel Islands.
      4. We may draw your attention to third party websites for guidance, advice or information. We are not responsible for the information on any third-party website and accept no liability for the information on any such websites, and we accept no liability for any loss or damage caused by any act or omission of any third party.
      5. We do not own, operate, manage or have any influence over any care homes or care and social facilities. Any information we provide in respect of care providers and/or care homes and social facilities is for information purposes only, and we cannot recommend or endorse any particular care home or facility. You are recommended to conduct your own research and due diligence before selecting a care provider, care home or social facility. For more information on care providers, care homes and social facilities, please see the Care Quality Commission’s website ( We accept no liability for any loss or damage caused by any act, omission or default of any care home or facility in respect of which we provide you with information.
      6. We will treat the information you share with us as confidential except where we are required to inform others by law or regulation such as a nurse’s safeguarding obligations set out by the Nursing and Midwifery Council.
    3. Changes to Dementia UK Clinical Services and these terms and conditions
      1. We may vary these terms and conditions from time to time.
      2. We may also make changes to the services we provide to you via the Dementia UK Clinical Services from time to time, including but not limited to: changing the types and categories of advice and guidance we provide and the times we operate our services.
      3. Any changes we make in accordance with this clause will be notified to you via our website at and we recommend that you check this from time to time. If you do not have internet access, a copy of these terms and conditions is available on request.
    4. Your role
      1. Any information you give us, whether about yourself or another person, must be accurate and complete to the best of your ability and knowledge. We accept no liability for any loss whatsoever which you incur howsoever caused and which arises as a result of (whether directly or indirectly) inaccurate or incomplete information provided by you.
      2. If you contact us to discuss someone other than yourself then you are solely responsible for ensuring that you are authorised to discuss the health and other matters of the relevant person. We accept no liability where you provide us with information which you did not have authority or consent to provide.
      3. You hereby confirm and represent to us that you have the authority and/or consent to share any information which you provide to us.
    5. Availability and response times
      1. Opening times for Dementia UK Clinical Services can be found on the relevant service page on
      2. We cannot guarantee that an Admiral Nurse will be available to answer your call immediately, but we shall endeavour to answer all calls as quickly as possible and return calls within 48 hours of you leaving a message.
      3. If you contact an Admiral Nurse via the contact form on our website or by email, then we will use our reasonable endeavours to respond to your enquiry within 48 hours of the time you contacted us.
      4. We will use reasonable endeavours to provide you with a call back during the hours you request but this will be subject to both the availability of an Admiral Nurse and our opening hours.
      5. If the Admiral Nurse Dementia Helpline is unavailable in any way (including but not limited to the unavailability of Admiral Nurses) for reasons outside of our control, then we shall not be liable to you for any loss of any kind which you or any other person suffers as a result. Reasons outside of our control include but are not limited to power cuts, failures on the internet, acts of God, flood, drought, earthquake or other natural disaster; terrorist attack, war, riots, collapse of buildings, any labour or trade dispute, strikes.
    6. Fees and charges
      1. We do not charge you to use Dementia UK Clinical Services.
      2. Where Dementia UK Clinical Service contact numbers are a Freephone number (e.g., Dementia Helpline) network providers may nevertheless levy fees or charges for calling us if you are on a particular telephone subscription package that doesn’t enable Freephone numbers. You are solely responsible for any fees or charges incurred with your telephone network provider as a result of calling any Dementia UK Clinical Services.
      3. If there is a problem
      4. If you have any questions, comments or complaints about Dementia UK Clinical Services, please do not hesitate to contact us and we will try to resolve any issues. You can contact us by telephoning 020 8036 5400 or by writing to us at or Dementia UK, 7th floor, One Aldgate, London, EC3N 1RE.
      5. If the complaint is about a nurse’s compliance with the Nursing and Midwifery Council (NMC) Code of Professional Conduct and/or fitness to practice, this will be referred to the NMC. Individuals wishing to complain about a nurses’ professional conduct can also contact the NMC directly.
    7. Our responsibility for loss or damage incurred by you
      1. We will not be liable to you for any loss or damage caused by using Dementia UK Clinical Services (except where we cannot exclude liability in law such as for death or personal injury). All information you provide to us will be held in the strictest confidence and not disclosed to any third party.
      2. All telephone calls to Dementia UK Clinical Services will be recorded in order that we can monitor and ensure the quality of our services, unless you ask us to stop recording.
      3. Please see our privacy policy at, or on your booked appointment confirmation email, or by requesting a copy, for further information on what we will and will not do with the information you provide to us.
    8. Other important terms
      1. Any use by you of the Dementia UK Clinical Services creates a direct relationship between you and us on the terms set out in these terms and conditions. No other person shall have any rights to enforce any of these terms against us.
      2. These terms are governed by English law and you must bring any legal proceedings regarding Dementia UK Clinical Services in the courts of England and Wales unless you live in Scotland in which case you may bring legal proceedings in the courts of Scotland or if you live in Northern Ireland, you may bring legal proceedings in the courts of Northern Ireland.
      3. We have a zero-tolerance to aggression towards our employees, staff and volunteers. Any such behaviour may mean we are no longer able to provide support through Dementia UK Clinical Services.