Client Charter

This Clients' Charter sets out the service standards you can expect from us, and what we would like from you in return.

Our commitment to you:

Treat you with respect, courtesy and fairness at all times.
Undertake to do our best for you, within the boundaries of our role.
Treat the information you give us as private and confidential, and inform you if we need to talk to others about you.
Treat everyone applying for services equitably.
Facilitate access to appropriate services and organisations if we are unable to deal with your problem directly.
Do our best, within the limits of our resources, to ensure that everyone can access our services based on their individual needs
Provide clear information about the type of advice and assistance we can offer.
Provide a free service from the beginning to the end of your case.
Keep you informed and updated about the progress of your case.
Give you as much notice as possible if we need to re-arrange your appointment.
Seek your views on how our service can be improved using this to make changes, and feed this back to you as our client.
Encourage you to share with us your concerns. We will deal with your complaints promptly and fairly.

Treat our staff with respect and courtesy.
If you are staying in a hotel, attend our drop-in service, which operates on a first-come, first-served basis, and be respectful to staff and other clients while waiting to be seen.
Attend your appointment or let us know as soon as possible if you need to rearrange it.
Co-operate with relevant staff by providing the applicable information requested
Consider and follow the guidance provided by us to support the resolution of your issue.
Inform us of any calls or correspondence related to your case.
Inform the CEO of any breaches of this Charter.
Share your views about our services.