Feedback form for Advice Service

Manchester Refugee Support Network aim to provide the best service to our clients and service users and value your feedback. To enable us to continually improve please take the time to complete our Client Satisfaction Questionnaire. You do not need to provide your name therefore you can complete the survey anonymously.

Adviser's Name who handled your enquiry

Alex - General Advice Coordinator Bridget - Asylum Guide Coordinator Andrea - RIS Coordinator Sophie - RIS Case Worker Tecle - Adviser specializing in Welfare

Topic advise was in relation to

Travel Documents Immigration Welfare Benefits e.g. Universal Credit Opening bank accounts ESOL registration Housing guidance Access to education and training opportunities Access to health and other services Employment support Immigration documents and ID cards. Health and wellbeing

Date of Advice

1. How satisfied were you with the overall service received from us?

Extremely Satisfied Satisfied Not Satisfied Unsure

2. How approachable/friendly were the people you dealt with?

Extremely approachable Satisfactory Staff could be more welcoming

3. How quickly were you able to see/speak to one of advisers?

Within 1 week of your enquiry Within 2 weeks of your enquiry Longer than 2 weeks

4. Were you given clear advice as to your options during your meeting with the adviser?

Yes No

5. Did you adviser explain clearly what actions they agreed to take on your behalf?

Yes No

6. Were you clear about the actions you needed to take after the meeting with your adviser?

Yes No

7. Did your adviser speak to you in a supportive and professional manner?

Yes No

8. Did we provide a confidential setting for you to discuss the matter in a private setting?

Yes No

9. Do you feel you were able to ask questions?

Yes No

10. What could we do differently to improve the service you received from us?

11. Would you recommend Manchester Refugee Support Network advice services to a friend or family member?

Yes No

Any additional comments

Complaints

Manchester Refugee Support Network aims to provide its members and service users with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the member of staff concerned.

For a formal complaints procedure please see the Feedback and Complaints policy here.

All formal complaints should be directed to the Manager at: belay@mrsn.org.uk

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