Customer Care Policy
- Purpose
This policy sets out our commitment to providing high-quality, accessible, and respectful services to everyone who encounters our law centre. As a charity, our mission is to promote justice, protect rights, and support people who may otherwise face barriers in accessing legal advice and representation.
- Principles
We will:
- Treat every client, visitor, and partner with dignity, fairness, and respect.
- Provide services that are accessible, inclusive, and responsive to individual needs.
- Communicate clearly, honestly, and in plain language wherever possible.
- Maintain client confidentiality and privacy in line with legal and professional obligations.
- Listen carefully to feedback, concerns, or complaints and act on them promptly.
- Deliver services with professionalism, empathy, and cultural sensitivity.
- Service Standards
Clients and visitors can expect that we will:
Acknowledge enquiries within a reasonable timeframe and provide a clear timeframe for further contact.
Ensure all staff and volunteers are trained in customer care, equality and diversity, and safeguarding.
Provide information about our services in a way that is accessible, including reasonable adjustments for people with disabilities or language needs.
Keep clients informed about the progress of their matter and explain any decisions clearly.
Signpost or refer clients to other organisations if we are unable to provide the required service.
- Responsibilities
Staff and Volunteers: Deliver services in line with this policy and uphold our values of respect, fairness, and accountability.
Managers and Supervisors: Ensure staff and volunteers are supported with training and resources to deliver excellent customer care.
Trustees: Monitor implementation of this policy and review it regularly to ensure standards are maintained.
- Feedback and Complaints
We welcome feedback as a means of learning and improving our services. Clients and stakeholders can provide feedback:
- In person
- By telephone
- By email or letter
Complaints will be handled in line with our Complaints Policy, which ensures a fair, timely, and transparent process.
- Monitoring and Review
This policy will be reviewed annually by the management team and trustees, with input from staff, volunteers, and clients where appropriate. Updates will reflect changes in best practice, legislation, and client needs.
- Related Policies
- Complaints Policy
- Equality, Diversity and Inclusion Policy
- Safeguarding Policy
- Confidentiality and Data Protection Policy