Customer Charter: Your and our expectations

At LawWorks we will:

• treat you with courtesy and respect
• answer your communications
• make it clear what we can and cannot do
• accept your right to complain if you are dissatisfied with our service (we have a written complaints policy which is available here).

In return, we would ask you to treat our employees - and the volunteers (including volunteer legal advisers) with whom we work – with courtesy and respect.  In addition we expect the same standards of behaviour from potential volunteers.

If we consider your behaviour to be unacceptable, we will explain why we find the behaviour unacceptable and ask you to refrain from behaving in this way.  We define unacceptable behaviour as behaviour that is abusive, threatening, lewd, intimidating, discriminatory or otherwise inappropriate.  We reserve the right for the staff member or volunteer to make a written note (which may be held by LawWorks) of any instance of unacceptable behaviour.

If the behaviour we consider to be unacceptable continues, LawWorks may have to stop dealing with the case as we recognise the right of our employees and volunteers not to be subjected to unacceptable behaviour.

We will normally only stop dealing with a case after the matter has been reviewed internally by the Chief Executive (or a Trustee of the charity in the Chief Executive’s absence).  You may request a review of a decision to stop dealing with your case, by writing to the Chief Executive at the address below:

Chief Executive
LawWorks
National Pro Bono Centre
48 Chancery Lane
London WC2A 1JF

LawWorks Equal Opportunities Policy

LawWorks wholeheartedly supports equal opportunities and opposes all forms of discrimination on the basis of race, gender, sex, sexual orientation, marital status, nationality or national origin, colour, disability, religious convictions or beliefs, or age.  LawWorks policy is that no person wishing to make use of our services will be  disadvantaged on any of those grounds.