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.

Your commitment to us:

  • 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.