Terms & Conditions
One Voice Against Abuse (1VAA) CIC
Last updated: 25/22/2025
1. Who We Are
1.1. One Voice Against Abuse (“1VAA”, “we”, “us”, “our”) is a community interest organisation dedicated to advocacy, safeguarding, evidence support and system reform for victims and survivors of abuse, including domestic abuse, coercive control, stalking, child abuse and related harms.
1.2. We provide non-legal advocacy, information, guidance and support services. We are not a firm of solicitors and we do not ourselves provide regulated legal services.
1.3. Where legal advice is required, 1VAA may help you to identify or instruct independent, regulated solicitors or barristers. Any legal advice given in such circumstances is provided by those legal professionals, not by 1VAA.
2. Acceptance of These Terms
2.1. By:
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using our website,
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contacting us for support,
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booking or purchasing any service, consultation, package or add-on, or
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engaging with us in any professional capacity,
you agree to be bound by these Terms & Conditions.
2.2. If you do not agree with these Terms, you should not use our website or our services.
3. Nature of Our Services (Non-Legal Support)
3.1. 1VAA provides:
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advocacy and case support,
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assistance with understanding processes (police, social services, family court and related agencies),
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help organising evidence and case documentation,
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non-legal guidance around risk, safeguarding, disclosures and safety planning,
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support during meetings, hearings or appointments as appropriate, and
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signposting and referrals to other organisations and professionals.
3.2. Our services are support and advocacy only. Unless otherwise expressly stated and provided through a regulated professional, our work does not constitute legal advice, and nothing we say should be relied upon as such.
3.3. Any explanations we give about legal processes, forms, hearings or options are provided for information and understanding only. You remain responsible for seeking formal legal advice where required.
4. Use of Solicitors and Barristers
4.1. In some cases, it may be appropriate or necessary to involve:
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a solicitor (for legal advice, drafting, or representation), and/or
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a barrister (for specialist opinion, advocacy or representation in court).
4.2. 1VAA may:
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assist you to identify suitable solicitors or barristers,
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liaise with them on your behalf (with your consent), and
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assist in preparing information and evidence for them.
4.3. Any legal advice given by a solicitor or barrister is:
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given in their professional capacity,
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subject to their own terms of business and regulation, and
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not the responsibility of 1VAA.
4.4. Instructing a solicitor or barrister may involve a separate retainer, client care letter or contract between you and that legal professional or their firm. You should read their terms carefully and address any questions directly to them.
5. No Solicitor–Client Relationship with 1VAA
5.1. Your relationship with 1VAA is not a solicitor–client relationship, nor a barrister–client relationship.
5.2. We do not:
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act as your legal representatives,
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go on the court record as your solicitor or counsel,
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hold or manage client funds, or
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conduct litigation in our own name.
5.3. You remain responsible for:
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complying with court deadlines,
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filing and serving documents,
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making applications, and
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any legal strategy decisions,
unless you separately instruct a regulated legal professional to do so.
6. Eligibility, Safeguarding and Right to Decline
6.1. We reserve the right to:
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decline to accept a case,
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limit the scope of our involvement, or
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withdraw from a case where:
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there is a conflict of interest,
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the work requested is beyond our expertise or capacity,
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we consider there to be unacceptable risk, or
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communication has broken down.
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6.2. Safeguarding and safety are our priority. We may need to share information with appropriate agencies if we believe you or a child is at risk of serious harm, in line with our safeguarding and confidentiality policies.
6.3. We are not an emergency or crisis service. In urgent danger, you should contact:
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999 (emergency services),
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your local police station, or
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other emergency / crisis providers.
7. Fees, Payment and Cancellations
7.1. Our services, packages and optional extras are charged at the rates published on our website or quoted to you in writing. Unless otherwise agreed:
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general support and advocacy: £100 per hour,
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solicitor involvement: £200 per hour,
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barrister involvement: £400 per hour.
7.2. Some services are offered at fixed fees based on estimated time and complexity. Where a fixed fee is quoted, this will be confirmed in writing before work begins.
7.3. Payment is usually required:
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at the point of booking (for fixed packages/add-ons), or
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in advance / in staged payments for larger pieces of work, as confirmed in writing.
7.4. Cancellations & rescheduling
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If you need to cancel or reschedule an appointment, please give as much notice as possible.
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We may charge a cancellation fee where sessions are cancelled with short notice or where significant preparation work has already been undertaken.
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Specific cancellation terms can be found in your booking confirmation or invoice.
7.5. Refunds
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Refunds are considered on a case-by-case basis and are not guaranteed once work has started.
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Where we are unable to deliver a service due to our fault, we will discuss appropriate remedies with you, which may include rescheduling or partial refund.
8. Confidentiality and Data Protection
8.1. We treat the information you share with us as confidential, subject to safeguarding obligations where there is a risk of serious harm to you, a child or another person.
8.2. We handle personal data in accordance with applicable UK data protection law (including the UK GDPR and Data Protection Act 2018).
8.3. We may keep records of:
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your contact details,
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case notes,
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correspondence,
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documents you provide,
for legitimate business and safeguarding purposes.
8.4. More detail about how we collect, store and use your information can be found in our Privacy Policy (to be published on the website).
9. Your Responsibilities
9.1. You agree that:
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all information you provide is, to the best of your knowledge, accurate and not misleading;
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you will promptly share relevant documents or updates;
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you will not ask us to act dishonestly, fabricate evidence, or mislead any authority or court.
9.2. You remain responsible for:
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the decisions you make,
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the information you provide, and
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the legal consequences of your actions.
9.3. You understand that outcomes in police, social care or court processes cannot be guaranteed and are outside our control.
10. Limitation of Liability
10.1. Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud.
10.2. Subject to that, to the fullest extent permitted by law:
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1VAA shall not be liable for any indirect, consequential, special or punitive loss, including loss of opportunity, emotional distress, or reputational harm;
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any direct loss shall, where liability is established, be limited to the total amount paid by you to 1VAA for the relevant service.
10.3. We cannot and do not guarantee:
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any particular outcome in police investigations,
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decisions made by social services,
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court orders or judgments, or
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the actions or decisions of any third party.
11. Website Content and Information
11.1. The content on our website, social media, videos and written materials is for information and general guidance only. It is not tailored legal advice.
11.2. You should not rely solely on our content when making decisions affecting your legal rights, safety or children. We strongly recommend seeking independent legal advice from a regulated professional where appropriate.
11.3. We may link to third-party websites or resources. We are not responsible for their content or accuracy.
12. Complaints
12.1. We are committed to providing a high-quality service. If you are unhappy with any aspect of our work, please let us know as soon as possible so that we can try to resolve it.
12.2. Stage 1 – Informal Resolution
Please raise your concern with the 1VAA team member you have been dealing with, by email where possible. We will aim to respond within 10 working days.
12.3. Stage 2 – Formal Complaint
If you remain dissatisfied, you may submit a formal complaint by email to:
complaints@1vaa.org.uk
Please include:
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your name and contact details,
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a clear description of your complaint,
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relevant dates, and
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any supporting documents.
We will acknowledge your complaint within 5 working days and aim to provide a written response within 28 working days.
12.4. Stage 3 – External Routes
Because 1VAA is not a regulated law firm, complaints cannot be made to the Legal Ombudsman about our work. However:
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where your complaint relates to a solicitor or barrister instructed on your behalf, you may be able to complain to their firm or to the appropriate regulatory body (e.g. Solicitors Regulation Authority or Bar Standards Board);
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where your complaint concerns safeguarding or serious professional conduct, we may advise you on possible escalation options.
13. Changes to These Terms
13.1. We may update these Terms from time to time to reflect:
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changes in law or regulation,
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changes in our services, or
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organisational developments.
13.2. The latest version will always be available on our website. Your continued use of our services after changes are published constitutes acceptance of the updated Terms.
14. Governing Law and Jurisdiction
14.1. These Terms and any dispute or claim arising out of them (including non-contractual disputes) shall be governed by and construed in accordance with the law of England and Wales.
14.2. The courts of England and Wales shall have exclusive jurisdiction over any such dispute or claim.
15. Contact Us
For questions about these Terms & Conditions, please contact:
📧 contact@1vaa.org.uk
📍 Address available on request or as published on our website.