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FAQs

Is there a contract to sign?

Yes. Once you are ready to go ahead with the service, we will send our Terms of Business for you to e-sign.

How will I know how much I will be charged at the end of each month?

We work hard to make sure that everything we do is visible and transparent. A weekly report is emailed to you on the Friday of every active week detailing actions and time spent over the course of the week in question. The report gives a running total of service time so far for that calendar month. You can also login in to Delegate via our website or app at any time 24/7 to check the status in real time. When you receive your monthly invoice you are given 7 days to raise any queries before the payment is debited from your card or account. If you wish to set a monthly budget we can work with you to establish priorities to ensure we stay within budget and complete the most important actions.

How do you use my information?

In order to instruct other organisations and tradespeople on your behalf, it is often necessary to provide them with information about you so that they need to carry out their work – for example a plumber would need your home address. In line with our Privacy Policy, we only share information as absolutely necessary, and with your permission.

How will I know my personal data is safe?

We take our responsibilities in this area very seriously. Please see our Privacy Policy.

What does the hourly fee in Packages and prices include?

Our service time, and the cost of all communications made, stationery and basic postage used on your behalf. We don’t charge for travel expenses or parking where these apply, though we reserve the right to charge for travel time. If we anticipate additional expenses, we will advise you in advance.

Who will I be working with?

One of our amazing PAs – on a next available basis. We want to be able to respond to you in the shortest possible time, which is why this system works well. Our Ultimate Member clients have their own nominated PA, who becomes their primary point of contact. This is also a great arrangement, because rapport and understanding is built with clients over time, allowing the service offered to become increasingly valuable. We have such a range of skills across our team that there is often a case for introducing someone else in the team to you for a specialist piece of work, so even where there is a nominated PA, you might also work with others from CiD.

Do you work at my home or at your office?

Either. We can be most time efficient working from our office as we can juggle numerous projects at the same time – and time efficiency is as good for you as it is for us. If we work from your home, we dedicate a minimum of 3 hours to you with each Home Office organising session, which is booked and arranged with you in advance.

Is the service 24 hours?

No. We will always be flexible whenever we can though our standard service hours are Monday to Friday 9am to 6pm, London UK time.

 

The Delegate app is available 24/7/365 though, letting you delegate new tasks and check on progress at any time.

Is there anything you don’t do?

Not much though anything we do has to be legal, ethical, moral, appropriate, not harmful to our team or our reputation, and within our capability. We don’t presume to give advice, (though we’re happy to give our opinion if we’re asked for it!). In some cases there are others better qualified than us – for example in the tightly regulated area of law or investments – and in those cases we would always suggest seeking qualified and certified professionals.

 

If I am not obliged to take up the service until we have spoken and I have signed the Terms of Business, why do I have to give you my payment details now?

Naturally we hope that by choosing to tell us about yourself in our ‘Become our Client’ section online that you are genuine in your intent to proceed, subject to some final formalities. We have developed a secure means for you to provide payment information as part of the sign up process. In the case of Go Cardless, Consider it Done does not see or have access to your bank details. We have used the advantages of this state of the art functionality to give extra security, while also hoping to reassure you that you can still change your mind later. If that turns out to be the case, and you opt not to complete the sign up, all and any data provided will be erased permanently.

Do you take American Express?

Yes, we accept all major credit cards, including those registered outside the UK. (The only forms of payment we can’t accept are cheques or cash.)

Do you charge VAT?

Yes – we are obligated to add it to the fees quoted online, and any VAT that applies will be at the prevailing rate and made clear in all tailor-made quotations.

What if the service isn’t what I was expecting, or things change for me, how can I cancel?

You can cancel at any time, with 1 calendar months’ notice. Just let us know by i-Contact, phone, email or letter. If you are still within 14 days of having signed the Terms of Business, your cooling off rights allow you to cancel before the first 14 days expire. You will only be charged for service time that has already been provided up to the point you wish to cancel.

What if my registered credit card declines?

We’ll let you know right away and ask you to register alternative card details with us. We would always aim to speak to you personally in these circumstances, we would never recommend emailing new card details.

What happens if I’m not happy with something?

We have designed the service and our processes to make sure clients are involved in and aware of everything we do, and so it would be unusual to find that something wasn’t exactly what they wanted. In the rare situations where something doesn’t go right, we would be the first ones to explain what had happened, and offer a solution for putting it right. While any scenario is handled case by case, our primary concern would be to make sure you were completely satisfied with the outcome. Where a problem had arisen from work done by a third party we had instructed, we would work with them to make sure whatever is wrong is put right, so that you didn’t have to deal with it. Thanks to the rigorous way we vet and work with our contractors, this situation is very unusual.

If I have a friend or colleague who might be interested in your service, is there a reward for me for introducing them to you?

Absolutely. We will upgrade your package with us to the Ultimate Member level for 3 months with our compliments for each new client you refer to us who then becomes a client in their own right. (If you are already an Ultimate Member the subscription will be refunded to you on each of 3 consecutive months.)

I’d like my wife and 21 year old daughter to be able to use the service too, can I authorise them to use Consider it Done service on the same account?

Yes we’d be pleased to receive instructions from anyone you have pre-authorised who lives at the same address. They have to be over 18, and may need to register their own credit card with us to make purchases in their own right.

If you have any other questions, please don’t hesitate to Contact us.

If you need to access my home when I'm not there, what peace of mind can you give me?

Firstly all of our team members undergo Disclosure and Barring Service (DBS) checks (previously CRB) prior to starting work for us. They are fully vetted, referenced and security checked.

We would like to reassure you that should anything go wrong, we are comprehensively covered by Public Liability and Professional Indemnity Insurance. Please ask for more details if you would like them.

Are you ever closed?

We close between Christmas and New Year, and on UK Public Holidays. We will communicate with you in advance to confirm the exact dates of closure (as these vary annually).

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