Client Care and Engagement policy

Castlemilk Law and Money Centre  

Client Care and Engagement policy

Client care - We will:

• Observe high standards of personal conduct, including politeness, fairness and sensitivity, and demonstrate integrity, objectivity, competence and confidentiality in carrying out our work.

• Acknowledge all communications promptly.

• Answer all telephone calls promptly

• Respond promptly to all messages left.

• Advise clients of the name and contact details for the person responsible for dealing with their case.

• Keep clients informed of the progress of their case.

• Provide a service to all clients which is accessible and non-discriminatory.  

• Make our Complaints Procedure readily available to all.

• We also have a duty to consider the safety of our staff.  We reserve the right to refuse to act for those who behave in an aggressive or otherwise unacceptable way.

The Law Centre reserves the right to refrain from taking on potential clients at our own discretion.

Client engagement - We will:

• Listen to the concerns and views of our clients and consult regularly to ensure that their needs are being met and to continually improve the service.

• Make arrangements to provide a service that suits the needs of all of our clients.

• Issue Quality of Service Questionnaires to clients which include feedback on the following:

- How easy the service was to access in terms of location, hours of service and so on,

- How approachable and friendly the service was

- How the service was delivered in a competent and timely manner

- Whether the information and advice was explained sufficiently, and whether the service user was informed of progress in the case

- Make available methods of feedback in a range of services and inform clients of these in particular indicating feedback by Quality of Service Questionnaires, feedback on website, feedback on Google forums and feedback by email.  

Feedback will be noted and analysed and fed into any Annual Service Plan as appropriate.   We will take steps to influence the Annual Service Plan in accordance with any information gained from client feedback.  

• Revise this statement on a regular basis in the light of feedback from our clients.

July 2024

Version 3

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