Policies and Terms
Last updated: July 2026
This page explains the policies, standards and terms that apply when you use the Duvero website, submit an enquiry or interact with Duvero.
Duvero is a trading name of Adore Care Services Limited. Duvero helps families understand private SEND support options and facilitates introductions to independent professionals and assessment providers.
Duvero does not provide clinical assessments, diagnoses, treatment, medical advice, legal advice or emergency services. Professionals and providers introduced through Duvero remain responsible for their own services, professional decisions, qualifications, regulatory obligations and contractual relationships with families.
Website and Service Terms
1. Acceptance of Terms
By accessing this website, submitting an enquiry or interacting with Duvero, you agree to be bound by these Terms and our Privacy Notice. If you do not agree, please do not use our services.
2. Nature of Service
Duvero facilitates introductions to independent assessment providers and professionals. We are not a clinical service and do not provide direct healthcare, diagnostic assessments or clinical therapy.
Information provided on our website or through communications is for clarity and support purposes only and should not be treated as medical or legal advice.
3. Use of Website
You must use this website only for lawful purposes related to seeking SEND support. You must not attempt to disrupt the site's security or use automated systems to scrape data without our consent.
4. Intellectual Property
All content on this site, including text, logos and layout, is owned by or licensed to Adore Care Services Limited (trading as Duvero). You may not reproduce or use this content for commercial purposes without our permission.
5. Limitation of Liability
To the maximum extent permitted by law, Duvero is not liable for any direct or indirect loss or damage arising from your use of the website or for the clinical decisions and outcomes of third-party providers introduced to you.
While we strive for accuracy, we cannot guarantee that the information on our site will always be error-free or up-to-date.
6. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
7. Changes to Terms
We may update these terms periodically. Your continued use of the website following changes constitutes your acceptance of the updated terms.
Complaints
Our commitment to you
We strive to provide the best possible service to families and professionals. However, we recognise that sometimes things may not go as planned. We take all complaints seriously and use them as an opportunity to learn and improve.
Scope of this policy
This policy applies specifically to complaints regarding Duvero’s own services, such as our website content, enquiry handling and introduction process.
Important: If your complaint relates to clinical findings, diagnostic decisions, treatment or the professional conduct of an assessment provider or specialist introduced through Duvero, you must raise your complaint directly with that provider using their own complaints procedure.
How to make a complaint
The quickest way to resolve most issues is to contact us by email at info@duvero.co.uk. Please include your full name, contact details and a clear description of the issue you wish to raise.
We will acknowledge your complaint within 3 working days of receipt. A full response will usually be provided within 10 working days.
Our investigation process
Once we receive a formal complaint, it will be reviewed by a senior member of the team who was not directly involved in the matter. We will investigate the facts and may contact you for further information if required.
If the investigation takes longer than 10 working days, we will write to you to explain the delay and provide an estimated date for a full response.
Outcomes
Our final response will set out our findings and any actions we intend to take. If we have made a mistake, we will offer an apology and explain how we plan to rectify it.
We will keep a record of your complaint in accordance with our Privacy Notice and use the insights gained to improve our user experience and service standards.
If you are not satisfied
If you remain dissatisfied with our final response regarding Duvero’s own services, you can request an internal review by a Director. Requests for internal review must be submitted within 10 working days of our final response.
Clinical complaints
As introduced professionals are independent providers, any complaint regarding clinical judgment or direct patient care should be addressed through the provider's specific regulator (such as the Health and Care Professions Council or the General Medical Council).
Duvero reserves the right to review introductions to any provider that fails to maintain appropriate professional standards or fails to adequately address patient complaints brought to their attention.
Safeguarding
Commitment to Safety
We are fully committed to the safety and well-being of all children, young people, and vulnerable adults who interact with our platform or receive introductions to specialist providers.
We work exclusively with professionals who demonstrate a clear commitment to safeguarding best practices and maintain their own comprehensive safeguarding policies and procedures.
Professional Introductions
While Duvero facilitates introductions to independent assessment providers, every introduction is made with safety in mind. Professionals introduced are subject to regulatory oversight by their respective bodies.
These bodies include the Health and Care Professions Council (HCPC), the General Medical Council (GMC), and relevant professional nursing or psychotherapy registers where applicable.
Identity and Credential Checks
Duvero performs due diligence checks on all assessment providers and specialists before they are listed or introduced through our platform.
We verify registration status, confirm indemnity insurance is held, and require evidence of up-to-date safeguarding training appropriate to their clinical or educational role.
Reporting Concerns
If you have a concern about the conduct or safety of any professional introduced through Duvero, please contact us immediately at info@duvero.co.uk.
We will review every concern reported to us and, where appropriate, take immediate action to protect users of our service while internal investigations occur.
Emergency and Immediate Danger
If you believe a child or adult is in immediate danger, please do not wait for a response from Duvero. Call emergency services on 999 or contact your local Social Services department immediately.
Duvero is not an emergency service provider and our enquiry channels are monitored during normal business hours only.
Data Privacy and Safeguarding
We handle all enquiry information with strict confidentiality. However, we have a legal and moral duty to share information with statutory authorities if we have reason to believe someone is at risk of significant harm.
For further details on how we store and process sensitive information, please refer to our full Privacy Notice available on this website.
Policy Review
This safeguarding statement and our internal checks are reviewed annually to ensure they align with the latest legislation and statutory guidance for working with children and young people.
Our aim is to provide a clear, safe, and transparent environment for all families seeking assessment and specialist SEND support.
Accessibility
Commitment to Accessibility
At Duvero, we believe that navigating SEND support should be as clear and straightforward as possible for everyone. We are committed to improving the digital experience for all visitors, including those with different visual, auditory, cognitive or physical needs.
Website Standards
We aim for our website content to be readable and clear. This includes using high-contrast color pairings, consistent navigation and maintaining a simple layout that works well with standard screen reading software and browser zoom functions.
Plain Language
We recognise that clinical terminology in the SEND sector can be overwhelming. We strive to provide all information in plain English, avoiding unnecessary jargon whenever possible to make our service accessible to as many families as we can.
If you encounter text on our site that feels unclear or difficult to understand, please let us know so we can review and improve it for future visitors.
Visual Content
We use descriptive alternative text for images that convey important information. Decorative elements are handled in a way that allows screen readers to skip them, ensuring a focused experience for users who rely on assistive technology.
Our site structure uses proper heading levels to ensure that users navigating via keyboard or screen reader can easily move between different sections of a page.
Ongoing Improvements
Technology and accessibility best practices are constantly evolving. We review our website regularly to identify areas where we can further enhance the user experience for everyone.
We welcome feedback from our users. If you find any part of our website difficult to use or have suggestions for how we can be more inclusive, please get in touch with us.
Contacting Us
If you experience any accessibility issues with our website or require information in a different format, please email us at info@duvero.co.uk.
We aim to respond to all accessibility-related enquiries within five working days and will work with you to provide the information or support you need.
Third Party Services
While we strive for high accessibility standards on our own platform, we cannot always ensure that third-party websites or materials we link to meet the same requirements.
We encourage all providers and professionals introduced through Duvero to maintain their own inclusive practices and ensure their communications are as accessible as possible to all families.
Professional and Provider Standards
Independent Professional Status
Professionals and assessment providers introduced through Duvero are independent practitioners or entities. They are not employees, agents, or partners of Duvero or Adore Care Services Limited. They exercise their own independent clinical and professional judgment in all aspects of the services they provide to families.
Contractual Relationship
When you engage a professional or provider introduced by Duvero, your contractual relationship is directly with that provider. Duvero is not a party to any agreement for assessments, therapy, or support services. All terms of service, payment arrangements, and clinical responsibilities are determined between the family and the provider.
Professional Credentials
Duvero conducts initial verification of credentials for all providers introduced through our platform. This includes checking current registration with relevant UK healthcare and professional regulators where appropriate to their specific discipline.
Each professional is responsible for maintaining their own valid registration, professional indemnity insurance, and ensuring they work within the scope of their competencies and regulatory requirements at all times.
Clinical Responsibility
Assessments and specialist support plans are based on the clinical expertise of the individual professional. Duvero does not review, influence, or approve the findings, diagnostic conclusions, or recommendations within any report or therapy session.
Any clinical queries, concerns, or requests for clarification regarding an assessment should be directed solely to the professional who conducted the work.
NICE Guidelines and Best Practice
We work with assessment providers who are committed to delivering high-quality neurodevelopmental assessments. Providers introduced through Duvero confirm that their multidisciplinary assessment processes are aligned with current NICE guidelines and professional best practices.
While Duvero facilitates the introduction, the clinical integrity and adherence to these standards remains the sole responsibility of the assessing team and their clinical leads.
Regulatory Oversight
Independent professionals introduced through Duvero are subject to the standards set by their individual regulators, such as the Health and Care Professions Council (HCPC) or the General Medical Council (GMC).
These regulators provide public protection by setting standards of conduct, performance, and ethics that all registered professionals must follow throughout their practice.
Safeguarding and Disclosure
Every professional introduced through Duvero must have an up-to-date safeguarding policy and a clear procedure for reporting concerns about the safety of children or vulnerable adults.
Providers confirm they maintain appropriate background checks for their staff in line with their specific legal and regulatory obligations. While Duvero asks for confirmation of these measures, the ongoing execution and monitoring of safeguarding duties rests with the provider.
Data Handling
Assessment providers and specialists are responsible for their own data protection and information governance in relation to clinical notes, medical records, and assessment reports.
Families should request a copy of the provider’s own privacy notice to understand how their sensitive personal data and health information will be stored and used beyond the initial introduction phase facilitated by Duvero.
Professional Boundaries
Professionals are expected to maintain clear and appropriate boundaries with families. If at any point you feel that a professional introduced through Duvero has acted in a way that is inappropriate or unprofessional, we encourage you to report this concern to us.
We will review all reports and take necessary steps to ensure that only professionals who consistently maintain the highest standards of ethics and integrity are introduced through our platform.
Updates to Standards
Our professional standards and the due diligence we perform are reviewed periodically to ensure they remain aligned with statutory requirements and the evolving needs of families seeking SEND support.
Duvero reserves its absolute right to end the introduction of any provider or professional who fails to meet these standards or who receives substantiated complaints about their service or clinical conduct.
Changes to these Policies
We may update these policies from time to time to reflect changes in our service, professional standards or legal requirements.
Any updates will be published on this page with the date of the latest revision. We encourage you to review these policies periodically to stay informed about our standards and procedures.
Contact Duvero
If you have any questions or concerns regarding our policies, standards, or how we operate, please do not hesitate to contact us. We are here to provide clear and open support for families and professionals alike.
Duvero (Adore Care Services Limited)
info@duvero.co.uk
07508 536105