Service Standards

When you reach out to MRSN for advice, these are the standards of service you can expect from our advice team.

In the context below, “We” refers to the staff team of advisors at MRSN.

• We will provide advice services that are free, independent, impartial and confidential.
• We will provide clients with a professional standard of service, respond as soon as possible to enquiries and direct the client appropriately (signposting if necessary).
• Every individual who makes an enquiry with us gets a response and an explanation, even if we can only signpost the client elsewhere.
• We will listen patiently to every client’s enquiry.
• We will discuss with clients their needs, outline the options and what we believe to be the best form of action to take. However, clients are under no obligation to follow our advice.
• We will treat clients fairly with respect and courtesy at all times; making our services accessible to as many people as possible.
• We will ensure that each client understands what we are doing to help them and that the client agrees with the steps we are taking. If necessary we will source interpreters to assist with communication.
• We will only share clients’ details with other services with the client’s informed and explicit written consent via our information sharing consent form.
• We work within appropriate legislation and within the guidelines which are set out in our Quality Manual.
• In the instance where we are not able to help the client through our services, we will signpost or refer clients to services outside the organisation that may help them more effectively and/or provide additional support. 
• We will listen to client feedback and make improvements to service delivery where possible.
• We will provide ongoing training and development to our staff and volunteers including relevant recognised qualifications, in order that clients receive a professional service.
• We will review our Quality Policy yearly to ensure we maintain robust quality procedures and continue to deliver the highest quality advice services.

Standards of beneficiary experience

We hope that during us providing our advice support, our clients will feel the following: