Legal
Booking Terms and Conditions
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Important information
Please read these booking conditions carefully. When you make a booking with us, you agree to be bound by these terms.
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Cooling-off period
You may cancel without penalty within 24 hours of making your booking, unless the event starts within 24 hours of booking.
After this cooling-off period, the cancellation terms below apply.
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Confirmation of bookings
tCI does not accept provisional bookings. All bookings are confirmed as firm commitments and are subject to these conditions.
You will receive a confirmation email when your booking is complete. Please check the details carefully and contact us immediately if anything is incorrect.
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How to cancel a booking
Email only: Cancellation requests must be made by email to info@consultationinstitute.org.
Confirmation: We will send you a confirmation email acknowledging receipt of your cancellation request. Your cancellation is complete when we send this confirmation email.
No telephone cancellations: We cannot accept cancellations by telephone to ensure we have a clear record of your request.
Changed your mind? If you cancel and then change your mind, you will need to make a new booking, subject to availability.
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Cancellation charges
Cancellation charges are based on how many days before the event you cancel:
56 days or more before the event
Administration charge: £50.00
Between 55 and 29 days before the event
Charge: 50% of the total invoice value
28 days or fewer before the event
Charge: 100% of the invoice value (no refund)
These charges reflect the costs we incur in reserving your place and the reduced opportunity to fill it closer to the event date.
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Delegate substitutions
You may substitute a different delegate for the person originally booked.
Substitutions made 7 days or more before the event: No charge.
Substitutions made fewer than 7 days before the event: Administration fee of £25.00.
Please notify us of any substitution by emailing info@consultationinstitute.org with the new delegate’s details (name, email, job title, organisation, any dietary or access requirements).
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Exceptional circumstances
In the event of cancellation due to circumstances beyond reasonable anticipation and control (such as serious illness, bereavement, or force majeure), tCI may, at its sole discretion, waive or reduce cancellation charges on a case-by-case basis.
Please contact us as soon as possible with details of your circumstances and any supporting evidence.
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If we need to cancel or change your booking
Event cancellation by tCI
If we have to cancel your event, we will:
Offer a transfer to the next available date for the same event, or to another course or event of equivalent value.
Notify you promptly by email and telephone where possible.
Provide alternatives and work with you to find a suitable solution.
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What we do not cover
We accept no liability for any travel, accommodation, or other costs you have incurred if we need to cancel or reschedule an event.
We strongly advise that you do not make non-refundable travel or accommodation arrangements until 10 working days before the event date.
Consider purchasing travel insurance that covers cancellation or changes to your plans.
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Changes to events
We reserve the right to:
- Amalgamate courses or events if participant numbers are low
- Postpone or reschedule events if circumstances require
- Change venues, trainers, or speakers if necessary
- Make reasonable changes to course content or format
We will notify you of any material changes as soon as possible. If a change is significant and you no longer wish to attend, we will offer a full refund or transfer to another event.
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Payment terms
Invoice payment: Invoices are due within 30 days of the invoice date, or before the event date, whichever is sooner.
Card payment: Card payments are processed immediately when you book.
Booking confirmation: Your place is only confirmed once payment has been received in full.
Late payment: If payment is not received by the due date, we reserve the right to cancel your booking and apply cancellation charges.
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Your responsibilities
Accurate information: Please provide accurate details when booking, including any dietary requirements, accessibility needs, or other relevant information.
Attendance: Please arrive on time. Late arrival may result in missed content, and we cannot guarantee the ability to catch up.
Conduct: All delegates are expected to behave professionally and respectfully towards trainers, tCI staff, and other participants.
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Data protection
We process your booking and personal information in accordance with our Privacy Policy. This includes sharing necessary details with venues, catering providers, and other third parties involved in delivering the event.
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Certificates and CPD
For training courses that include certification, you must meet the attendance and assessment requirements to receive your certificate. Details will be provided in the course materials.
CPD hours will be confirmed in your course documentation.
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Liability
Our liability to you
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
Subject to the above, our total liability to you for any losses arising from your booking is limited to the amount you paid for the booking.
We are not liable for any indirect or consequential losses, including loss of profits, business opportunity, or reputation.
Your liability
You are responsible for any damage you cause to venue property or equipment, and for your conduct during the event.
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Disputes
If you have any concerns about your booking or an event, please contact us at info@consultationinstitute.org. We will work with you to resolve any issues.
If a dispute cannot be resolved informally, please refer to our Complaints Policy.
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Changes to these terms
We may update these booking terms from time to time. The version in effect at the time you make your booking will apply to that booking.
Last updated: 25 January 2026
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Contact us
For questions about bookings or these terms:
Email: info@consultationinstitute.org
Phone: +44 (0)20 3422 9970
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Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes.
Membership Terms and Conditions
By applying for membership, you agree to these terms.
1) Eligibility and registration
Provide accurate, complete details during registration.
Membership is for the named individual or named users on a corporate plan.
Non-transferable, except where:
the member leaves the listed organisation; or
there is a significant change in role.
In these cases, the organisation may nominate a replacement.
tCI may refuse or cancel membership at its discretion (for example, misuse, non-payment, or breach of these terms).
2) Membership term and renewal
Membership starts when we confirm registration and receive payment.
It runs for the stated term (e.g., 12 months).
If renewal applies, we will notify you in advance of the new fee and term. You can choose not to renew.
3) Fees and payment
You agree to pay the membership fee shown at checkout or on your invoice.
Full payment is required to activate benefits.
Fees are non-refundable unless these terms say otherwise or we are required by law.
Invoices are due on the date shown. Late payment may lead to suspension and late-payment interest.
We may change fees. We will notify members before any change takes effect for the next term.
4) Benefits
Members may receive access to content, events, learning discounts, tools, or other benefits set out on our site or in joining materials.
We may add, change, or withdraw benefits during the term (for example, where a provider changes, or a product is retired). We aim to keep overall value comparable.
5) Conduct and fair use
Treat staff, associates, and other members with respect.
Do not share member-only content, logins, or discounts outside your membership.
We may suspend or end membership for misuse or breach.
6) Cancellations and refunds
Organisations: membership is a business-to-business purchase and is normally non-refundable.
Consumers (buying in a personal capacity): you may have a 14-day cooling-off right if no member benefits have been used. Contact us to cancel within 14 days of purchase.
If tCI cancels your membership without cause, we will refund the unused portion of your fee.
7) Data protection
We process personal data in line with our Privacy Notice and Cookie Policy (see our website).
We use third-party providers (e.g., payment, CRM, LMS) to deliver services.
8) Ending membership
You may end your membership at any time by emailing us; no refund is due unless Section 6 applies.
We may end membership for breach, non-payment, or misuse. Serious breaches may lead to immediate termination.
When membership ends, access to member benefits stops.
9) Changes to these terms
We may update these terms. We will post changes on our website and, for material changes, email active members. New terms apply from the stated effective date.
10) Contact
Membership enquiries: info@consultationinstitute.org
11) Governing law
These terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.
Last updated: 8th September 2025
Cookie Policy
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What are cookies?
Cookies are small text files stored on your device when you visit a website. They help websites remember your preferences, understand how you use the site, and improve your experience.
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How we use cookies
tCI uses cookies and similar technologies on this website for three main purposes:
Essential cookies keep the site working properly (security, forms, checkout, learning management system). These do not require your consent.
Analytics cookies help us understand how visitors use our site so we can improve content and services. We only set these with your consent.
Marketing cookies support advertising, social media features, and embedded content. We only set these with your consent.
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Managing your cookie preferences
You can control which cookies we use through:
Our cookie banner which appears when you first visit the site. You can change your choices at any time by clicking the cookie preferences link in the footer.
Your browser settings where you can block or delete cookies. Please note that blocking essential cookies may prevent some features from working properly.
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Cookies we use
Essential cookies
These cookies are necessary for the website to function and cannot be switched off.
| Cookie name | Purpose | Duration |
|---|---|---|
| [Cookie names] | Session management, security | Session / 1 year |
| [Cookie names] | Form submission, checkout process | Session |
| [Cookie names] | Learning platform access | 1 year |
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Analytics cookies
These cookies help us understand how visitors interact with our website.
| Provider | Cookie name(s) | Purpose | Duration | Privacy policy |
|---|---|---|---|---|
| Google Analytics | _ga, _gid, _gat | Traffic analysis, user behaviour, page performance | 2 years / 24 hours / 1 minute | Google Privacy Policy |
| Google Tag Manager | _gtm | Tag and script management | Session | Google Privacy Policy |
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Marketing cookies
These cookies enable advertising, social media features, and embedded content.
| Provider | Cookie name(s) | Purpose | Duration | Privacy policy |
|---|---|---|---|---|
| HubSpot | __hstc, __hssc, __hssrc, hubspotutk | Marketing automation, email tracking, visitor identification | 13 months / 30 minutes / Session / 13 months | HubSpot Privacy Policy |
| li_sugr, UserMatchHistory, lidc, bcookie | Professional network integration, advertising | 90 days / 30 days / 1 day / 1 year | LinkedIn Privacy Policy |
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Payment processing
| Provider | Cookie name(s) | Purpose | Duration | Privacy policy |
|---|---|---|---|---|
| Stripe | __stripe_mid, __stripe_sid | Secure payment processing, fraud prevention | 1 year / 30 minutes | Stripe Privacy Policy |
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Third-party cookies
Some cookies are set by third-party services that appear on our pages. We do not control these cookies. Each provider receives only the limited data needed to perform its service.
Third-party providers may use cookies to:
- Analyse website traffic and user behaviour
- Deliver targeted advertising
- Enable social media sharing
- Process secure payments
- Display embedded content such as videos
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Your rights
Access and control: You can view and manage your cookie preferences at any time.
Withdrawal of consent: You can withdraw consent for analytics and marketing cookies through our cookie banner or browser settings.
Data protection: We process cookie data in accordance with our Privacy Policy and UK GDPR.
No selling of data: We do not sell your personal data to third parties.
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How to delete cookies
You can delete cookies already stored on your device through your browser settings:
Chrome: Settings > Privacy and security > Cookies and other site data > See all site data and permissions
Firefox: Settings > Privacy & Security > Cookies and Site Data > Manage Data
Safari: Preferences > Privacy > Manage Website Data
Edge: Settings > Cookies and site permissions > Manage and delete cookies and site data
Please note that deleting cookies may affect your experience on our website and other sites you visit.
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Cookie lifespan
Cookies have different lifespans:
Session cookies are temporary and deleted when you close your browser.
Persistent cookies remain on your device for a set period (shown in the tables above) or until you delete them.
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Updates to this policy
We may update this cookie policy to reflect changes in our practices or legal requirements. We will post any changes on this page and update the date below.
Last updated: 25 January 2026
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Questions?
If you have questions about how we use cookies, please contact us:
Email: contact@consultationinstitute.org
Phone: +44 (0)20 3422 9970
For more information about how we handle your personal data, see our Privacy Policy.
This notice explains what we collect when you use our website, how we use it, who we share it with, and your choices.
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Who we are
tCI Group Limited (trading as tCI) is the data controller for this website and our learning and enquiry services.Â
- Company number: 16679071
- ICO registration number: ZC049399
- Registered office: 100 Dorridge Road, Dorridge, Solihull, England, B93 8BS
- Contact: contact@consultationinstitute.org
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What we collect
- Contact details: name, work email, phone, job title, organisation.
- Account and training data: course enrolments, progress, attendance, certifications.
- Transaction data: billing details, payments, and receipts.
- Enquiry data: messages, meeting notes, support tickets.
- Usage data: pages viewed, links clicked, device and browser info, approximate location.
- Preferences: cookie choices and marketing preferences.
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How we use your data and legal bases
We only use your data when we have a legal basis.
Provide our site, LMS, and support
Legal basis: legitimate interests and, where you create an account or enrol, contract.
Process purchases and refunds
Legal basis: contract and legal obligation (tax/audit).
Respond to enquiries and provide proposals
Legal basis: legitimate interests.
Send service messages (for example, enrolment, access, maintenance)
Legal basis: contract or legitimate interests.
Send updates and marketing you have asked for, or where permitted
Legal basis: consent or legitimate interests (you can opt out anytime).
Improve our site and services (analytics, troubleshooting, testing)
Legal basis: legitimate interests.
Keep services secure and prevent fraud and abuse
Legal basis: legitimate interests and legal obligation.
Legitimate interestsÂ
We rely on legitimate interests for day-to-day running, enquiries, basic analytics, and security. We consider your rights and expectations, use the minimum data needed, and offer easy opt-outs. You can object at any time.
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Where your data comes from
Directly from you through forms, emails, calls, event registrations, purchases.
Your organisation if it nominates you for training or quality assurance activity.
Public sources and professional platforms in a business-to-business context.
Our service providers such as payment confirmations and learning records.
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Sharing your data
We share data with providers who help us deliver services:
- Website, hosting, and LMS platforms
- CRM and email tools (for example, HubSpot)
- Payment processors (for example, Stripe)
- Analytics and tag tools (for example, Google Analytics, Google Tag Manager)
- Event and webinar tools, survey tools, file storage, IT support
- Professional advisers or regulators when required by law
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Third-party cookies
With your consent, we use third-party services that may set cookies:
| Provider | Purpose | Data processed | Privacy policy |
|---|---|---|---|
| Google Analytics | Website analytics | Usage data, approximate location | Google Privacy Policy |
| HubSpot | CRM and marketing | Contact details, engagement data | HubSpot Privacy Policy |
| Stripe | Payment processing | Transaction data | Stripe Privacy Policy |
| Marketing and social | Usage data, professional info | LinkedIn Privacy Policy |
You can manage cookie preferences through our cookie banner or browser settings.
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Cookies and similar technology
Essential cookies run the site (security, forms, checkout, LMS). These do not require consent.
Analytics cookies help us understand visits and improve content. We only set these with your consent.
Marketing cookies support advertising, social media, and embedded content. We only set these with your consent.
You can change your choices any time via the cookie settings banner or your browser. Blocking cookies may affect some features.
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International transfers
Some providers are outside the UK and EEA. Where this happens, we use approved safeguards, such as standard contractual clauses or equivalent measures, to ensure your data remains protected.
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How long we keep data
We keep data only as long as needed:
Enquiries and routine correspondence: 24 months after last contact.
Marketing records: until you unsubscribe, or 36 months after sustained inactivity.
Training and certification records: 6 years for audit and verification.
Contracts, invoices, and financial records: 7 years (legal requirement).
Website logs and analytics: 26 months.
Cookie consent records: 12 months.
We may retain data longer if needed for a dispute or legal requirement.
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Your rights
You can:
- Access your data
- Correct inaccurate data
- Ask us to delete or restrict it
- Object to processing based on legitimate interests or to direct marketing
- Withdraw consent where we rely on consent
- Ask for a copy of your data in a portable format
To exercise these rights, email contact@consultationinstitute.org. We may need to verify your identity.
You also have the right to complain to the UK Information Commissioner’s Office at ico.org.uk or call 0303 123 1113.
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Marketing choices
You can unsubscribe using the link in our emails or by contacting us.
If you opt out, we keep a minimal record to ensure we do not contact you again.
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Automated decisions
We do not make decisions about you based solely on automated processing that have legal or similar significant effects.
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Children’s privacy
Our services are designed for professional use. We do not knowingly collect data from children under 16. If you believe we have collected such data, please contact us immediately.
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Changes to this notice
We may update this notice. We will post changes here and update the date below. For material changes, we will email active members and users.
Last updated: 25 January 2026
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Contact us
For questions about this privacy policy or to exercise your rights:
Email: contact@consultationinstitute.org
Phone: +44 (0)20 3422 9970
Data Protection Officer: Simon Angelides
Complaints Policy and Procedure
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Our commitment
We aim to provide excellent service across all aspects of our work, including quality assurance, advice, engagement, training, events, and our website. If we fall short, please let us know. We will listen, act, and resolve issues quickly and fairly.
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When to use this policy
Use this policy for any complaint about tCI, including:
- Quality of service or advice
- Conduct of our staff or associates
- Events, training, or workshops
- Billing, refunds, or contracts
- Website, accessibility, or communications
- Data protection or privacy
- Membership services
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How to complain
Step 1: Informal resolution (recommended first step)
Most issues can be resolved quickly through direct discussion.
Speak to your tCI contact or project lead to explain your concern.
Email us at info@consultationinstitute.org with a brief description of the issue.
We encourage informal resolution as it is often the fastest way to put things right.
Step 2: Formal complaint
If informal resolution does not work, or if you prefer to make a formal complaint from the start, please provide:
Your details: name, contact details (email and phone).
What happened: a clear description of the issue, including dates and any relevant context.
Which service: the specific service, project, event, or course involved.
What you want: the outcome or resolution you are seeking.
Supporting evidence: any relevant documents, emails, screenshots, or other materials.
How to submit:
Email: info@consultationinstitute.org (subject line: “Formal Complaint”)
Phone: +44 (0)20 3422 9970
Post: [Your registered office address]
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What happens next
Acknowledgement: We will acknowledge your complaint within 2 working days.
Independent review: A manager not involved in the matter will review your complaint.
Further information: We may contact you if we need additional details or clarification.
Response: We will provide a full written response within 10 working days of acknowledgement.
Extensions: If we need longer to investigate properly, we will explain why and give you a new target date. We will keep you updated on progress.
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Possible outcomes
Depending on the nature of your complaint, we may offer:
- A full explanation of what happened and why
- An apology where we have fallen short of our standards
- Correction or rework of the service or deliverable
- A refund or partial refund (where appropriate and in line with our terms and conditions)
- Changes to our processes, materials, or training to prevent recurrence
- Feedback to our team members or associates
- Any other remedy we agree is fair and reasonable
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If you remain dissatisfied
Stage 1: Review by Chief Executive
If you are not satisfied with the outcome of your formal complaint, you can request a review by our Chief Executive.
Email: info@consultationinstitute.org (mark FAO: Chief Executive)
The Chief Executive will review the complaint handling process and the decision. You will receive a response within 10 working days.
Stage 2: Independent review by the Chair
If you remain dissatisfied after the Chief Executive’s review, you can request an independent review by the Chair of tCI.
Email: info@consultationinstitute.org (mark FAO: Chair)
The Chair will conduct a final independent review. This is the last stage of our internal complaints process. You will receive a response within 15 working days.
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Accessibility and support
Multiple formats: You can submit a complaint by phone, email, or post.
Representation: You can ask someone to act on your behalf, such as a colleague, friend, or advocate.
Alternative formats: We can provide responses in alternative formats on request (for example, large print, audio).
Reasonable adjustments: If you need any adjustments to help you make a complaint, please let us know.
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Confidentiality and data protection
Confidentiality: We handle all complaints in confidence. Information will only be shared with those who need to know to investigate and resolve your complaint.
Data protection: We process complaint data in line with our Privacy Policy and UK GDPR. We keep records of complaints to help us learn and improve our services.
Retention: Complaint records are kept for 6 years after resolution.
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Data protection complaints
If your complaint relates specifically to how we handle your personal data, you have additional rights:
Contact us first: We encourage you to raise data protection concerns with us directly at info@consultationinstitute.org.
Contact the ICO: You can also lodge a complaint directly with the UK Information Commissioner’s Office at any time:
Website: ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
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Learning from complaints
We take complaints seriously and use them to improve our services. We regularly review complaint trends and outcomes to identify areas for development.
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Vexatious or abusive complaints
We will not tolerate abusive, threatening, or vexatious behaviour towards our staff. We reserve the right to end communication or take appropriate action if such behaviour occurs. This does not affect your right to pursue a legitimate complaint through proper channels.
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Updates to this policy
We may update this policy from time to time. Any changes will be posted on our website with a revised date.
Last updated: 25 January 2026
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Contact us
For questions about this complaints policy or to make a complaint:
Email: info@consultationinstitute.org
Phone: +44 (0)20 3422 9970
Address: [Your registered office address]
We are committed to treating all complaints with care, fairness, and respect.
