Client Charter
Client charter
We are committed to providing a safe and stress-free environment for all clients, visitors, staff and volunteers
When using our service, you have the right to:
- Be treated with respect and courtesy at all times,
- have your right to confidentiality respected at all times,
- make a complaint against any FLS staff or volunteer if you believe that you have not been treated appropriately,
- a referral when we are not able to assist, and
- access to an interpreter if required.
When using our service, we expect you to:
- Treat our staff and volunteers with respect and courtesy at all times,
- not swear at, abuse or threaten staff, volunteers or other clients,
- not to damage our property,
- not to use alcohol or illegal drugs whilst on our premises, and
- not enter the work or office areas unless accompanied by a staff member or volunteer.
We reserve the right to refuse to provide assistance to any client who does not comply with this Charter. You may be asked to leave our premises and return at another time. We may take steps to make sure that you leave when asked to do so. We may withdraw our service to you in the future.
For Feedback, Complaints, and compliments, please visit our Feedback information page.
