Back on Track Terms and Conditions of Service

These terms and conditions reflect the way that the Back on Track service works, the laws that apply, and how we will work with you to make sure that you get a positive experience. To use the Back on Track service, you must accept these terms.

Besides these terms, we also publish a Privacy Policy.  We encourage you to read it to better understand how we manage your data.

Service provider

The Back on Track Service is provided to you by the Centre for Responsible Credit Ltd and our partners as set out below. The Centre for Responsible Credit owns the Back on Track website and all branding and content.

We are a not-for-profit limited company, operating under UK law. If you should need to contact us, then you should do so either by e-mail to admin@responsible-credit.org.uk or in writing to:

Centre for Responsible Credit Ltd

27, Cambridge Street

Leicester

LE3 0JQ.

We give you permission to use the Back on Track service if you agree to follow the terms set out below. When we talk about ‘we’ or ‘us’ we mean the Centre for Responsible Credit Ltd.

Age and GP requirements

To use the Back on Track service you must be aged over 16 and be under state pension age. You must also be registered with one of our participating GP practices.

Your use of the Back on Track website

If you meet these requirements, you can use our website to request an appointment with one of the project’s Financial Support Link Workers. These are based in Age UK Lambeth and Citizens Advice Southwark, and we will direct you to the most appropriate team based on the GP practice that you are registered with.

What you can expect from us: data sharing

By asking us to request an appointment for you, you are consenting to us sharing the information that you provide on the website with the relevant Financial Support Link Worker team, and with your GP practice.

You are also consenting to us sharing information with your local authority, and, if you are tenant with one of our participating housing associations, you are consenting to us also sharing information with them.

By agreeing to our terms and conditions, you are also consenting to those organisations also sharing information about you with each other in order that they can work together to provide you with the best support possible to help address any financial problems that you may be facing.  

By requesting an appointment through our website you are consenting for us to contact these organisations on your behalf.  You are asking us to tell them that they have your consent to share information about you..

We will ask your Council and, if relevant your housing association, to share information with the Financial Support Link Worker teams about any debts that you hold with them in advance of your first appointment. This request will trigger a hold on any enforcement action for up to 60 days whilst the Financial Support Link Worker provides advice and support to you. In some circumstances, the Financial Support Link Worker will ask for longer to help you.

We will also ask the Financial Support Link Workers to liaise with your Council, and, if relevant, your housing association, to keep them informed about the work they are doing with you to help with your financial problems. 

Finally, we will also provide some limited information about you to the project’s evaluation team, which is led by Cordis Bright Ltd.  This will include only your name and contact details, so that they can contact you and ask for your feedback about the service (see below). 

Help us improve Back on Track

We’re working with a company called Cordis Bright Ltd to find out what difference Back on Track is making, and to help us improve our service.

We will share your contact details with Cordis Bright so that they can phone you and ask for your views about the service.

If you are contacted by Cordis Bright please do provide them with your feedback.

If you choose to give us feedback, such as suggestions to improve our services, we may act on your feedback without incurring any obligation to you.

What to do if you aren't happy with data sharing

Please see our privacy notice for more information about how we share your data and the steps you can take to ask us to remove your consent to share this or remove your information, if you no longer wish us to have this.

Quality of service

We provide our services using reasonable skill and care. If we don’t meet your expectations, please tell us and we’ll work with you to try to resolve the issue.

What we expect from you

Please provide us with as much detail as you can about your health problems, money worries, and household circumstances.

Your answers will help the Financial Support Link Workers assess how they can best help you in advance of your appointment. For example, they can help advise about any benefits you may be missing out on and provide tips about how to cut living expenses. They can also help identify potential grants or affordable sources of credit if you need any essential items.

Our Intellectual Property

Although we give you permission to use our services, we retain any intellectual property rights that we have in the services. That means that you can’t download images or text from the platform and use this for your own websites or use it to develop your own products.

About these terms

By law, you may have certain rights that can’t be limited by a contract like these Terms of Service. These terms are in no way intended to restrict those rights.

These terms describe the relationship between you and us. They don’t create any legal rights for other people or organisations, even if others benefit from that relationship under these terms.

If you don’t follow these terms, and we don’t take action right away, that doesn’t mean we’re giving up any rights that we may have, such as taking action in the future.

We may update these terms to reflect changes in our services or how we do business – for example, when we add new services, features, and technologies (or remove old ones); for legal, regulatory or security reasons, or to prevent abuse or harm.

If we materially change these terms, we'll provide you with reasonable advance notice and the opportunity to review the changes, except when we launch a new service or feature, or in urgent situations, such as preventing ongoing abuse or responding to legal requirements. If you don't agree to the new terms, you will be told how you can have your data deleted from our website and databases.

Date of last update of these terms and conditions: 20th October 2023