Our advice is free, independent, fair, and private.

Our team are qualified to do their job and have regular training‍.

We will give you a high-quality service, answer your questions quickly, and guide you to the right help.

We may suggest other services outside our centre if they can help you better.

We will treat you with respect, be polite, and listen carefully to you.

Your privacy is important. We keep your personal information safe under UK laws (Data Protection Act 2018 and GDPR).

We keep things confidential. We won’t share your information unless:

• You give us written permission
• You or someone else is in danger
• The law says we must share it  

We treat everyone fairly. We do not allow discrimination, and we follow our centre’s rules on who we can help.

We will keep you updated on your case in a professional and timely way.

If you are not happy with our service, you can complain. You can ask for our Feedback, Complaints and Appeals policy at reception and we can advise you how to submit a complaint.

We will answer your phone calls or emails as soon as we can.

We will listen to your opinion and include it when helping you.

We respect different cultures, religions, and languages.

We make sure our services are accessible for people with disabilities.

Treat other clients, staff, and volunteers with respect and without discrimination.

Bad language or behaviour may mean we end the appointment and we may stop helping you.

We may stop helping if we find a conflict of interest. We will always try and help you find alternative support in this instance.  

We may stop helping if we feel there is no longer trust between you and us.

Please be honest and open with us so we can support you well.

Bring all the important papers and documents to your appointment.

Give us correct and up-to-date information when we ask.

Tell us if your address, phone number or email address change.

Our advice services are by appointment only. Please call or email to book an appointment before coming in.

If you can’t come to your appointment, please let us know in advance

Arrive on time for your appointment.

Let us know if anything in your life changes that may affect your case (e.g. marriage, someone moves in with you, having children, new job or income).

Please do the actions we agree on in a reasonable time. If you don’t, we may close your case.

Tell us if you decide to get advice from someone else.

No one at our centre should ask you for money or gifts.

If you want to say thank you with a small gift (like chocolates), it will be shared with the whole team.

Staff are not allowed to accept personal gifts from clients.

Other ways to say thank you:

Fill out our annual survey.

Share your story to help us improve our services, ask us.

Leave a Google review of the centre.