Client Charter
Our commitment to you
At Citizens Advice Hull & East Riding (CAHER), we are committed to providing high-quality, accessible, and impartial advice to all members of our community. Our client Charter outlines our promises to you and what you can expect from our service.
1) Respect and fair treatment
We will treat you with dignity, respect, and professionalism. We will ensure that our services are accessible to everyone, regardless of background, identity, or circumstances. We will listen to you without judgment and provide support tailored to your needs.
We are committed to complying with the Equality Act 2010 by making reasonable adjustments for clients with disabilities, language barriers, or other access needs. We also provide support for vulnerable clients, including those experiencing domestic abuse, financial hardship, or mental health issues. Please let us know if you need additional assistance.
2) Free, impartial and confidential advice
Our advice is always free of charge, independent, and based on the information you provide us with. We will give impartial advice, ensuring you have the information you need to make informed decisions.
Your personal information will be handled confidentially in line with data protection laws, including the General Data Protection Regulation (GDPR) and the UK Data Protection Act 2018. Our privacy policy
3) Clear and accurate information
We will explain your rights, responsibilities, and options in a clear and understandable manner.
We will provide accurate, up-to-date, and high-quality advice based on current laws and policies.
If we cannot assist directly, we will signpost or, with your consent, refer you to an appropriate service.
4) Accessibility and inclusion
Our services will be available through multiple channels, including face-to-face, telephone, and online support.
We will make reasonable adjustments to accommodate disabilities and language barriers. We will work to remove barriers to access so that no one is left behind.
5) Efficient and timely support
We will aim to respond to enquiries promptly and manage waiting times effectively.
We will keep you informed about the progress of your case where applicable.
We will continuously seek ways to improve the efficiency of our services.
6) Continuous improvement & accountability
We comply with the requirements of the Specialist Quality Mark (SQM) and the Advice Quality Standard (AQS) to ensure a high-quality client experience.
Rights and responsibilities
We have a zero-tolerance approach to the abuse of our premises, staff volunteers, and other clients. We have the right to withdraw services in part or if full if you display abusive behaviour.
As a client, you have the right to:
- Receive clear, accurate, and up-to-date advice.
- Expect your personal data to be managed securely and confidentially.
- Access a service free from discrimination, harassment, or bias.
To help us provide the best possible service, we ask that you:
- Treat our staff and volunteers with courtesy and respect.
- Provide accurate and complete information about your situation.
- Keep us informed of any changes relevant to your case.
- Respect the confidentiality of others using our service.
Feedback & complaints: adminhull@hull-eastridingcab.org.uk