Our service commitment to all users of Family Rights Group’s services
We aim:
- to always be polite to you
- to treat you in a non-judgemental way
- to make our services as easy for you to use as possible
- to answer your query to the best of our ability
- to (wherever possible) respond to your feedback about our services and
- to deal with any complaints you may have within ten working days
- to only record data about you that is necessary for us to provide you with a good service, and to keep any data we hold about you safely and securely.
Our service commitments to advice line callers
Our advice service is free, impartial and confidential (but see our confidentiality policy for more information)
We aim:
- to answer 70% of calls made to the advice line during its opening hours
- to answer your call within 10 seconds
- where necessary to signpost you to a more appropriate source of advice and information.
Our service commitment to users looking for advice by letter or email
We aim:
- to answer your letter or email within three working days.
Our service commitments to users looking for advice via our discussion boards
We aim:
- to respond to discussion board requests for advice within three working days
- to activate discussion board users’ accounts within one working day
- to have a moderators presence on the discussion board five days a week.
