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Service User Expectations

There are certain expectations that we have of customers in their interactions with us. We understand that the issues you face can be emotionally charging or draining. They can make you sad, angry, impatient… however, the following core behaviours are the minimum we expect from service users:

Be honest – we can’t help you if you hide anything about your situation

  • Be accurate – our advice and information is based on what you tell us – if you are not accurate, our advice may not apply to you
  • Be legible – if you are contacting us by email or live chat, please take care to be legible – if we can’t understand what you have written, we won’t know how to help
  • Be prepared – get as much information and documents together as possible prior to contacting us – it will make your query more effective and more efficient

Lastly, treat our staff and volunteers with the respect that they are showing you. We are under no obligation to accept abuse or threatening behaviour. In most cases we operate a three-strike policy:

  1. You will be asked, politely, to refrain from further abuse
  2. You will be asked again, politely, to refrain from further abuse and warned that any further abuse or threatening behaviour will lead to immediate termination of contact
  3. The adviser will immediately cut off contact

In some cases of extreme abuse or threatening behaviour, our staff and volunteers reserve the right to immediately terminate the call. Additionally, we will contact the Police if we believe a threat to be of a substantial nature.


Service PlanTable 1

Last updated: 09 November 2020

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You can get free information from us on our Live Chat service or using the following options below:

Phone 0808 164 6000
Knowledge Centre

British Sign Language (BSL) users can contact us direct by using contactSCOTLAND-BSL

Delivery Law Consumer Advice and Reporting

You can find out more about delivery law here.

Privacy Notice

You can find our privacy notice here. We will never sell your data.

You can find our complaints process here.

You can find our Service User Expectations & Service Plan here.

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