The purpose of this agreement is to outline what level of service you, as a service user, can expect from the RSG Advice Service. ​

What you can expect from RSG Advice Services

  • RSG advisers will offer you free, impartial and independent advice in a respectful, dignified and non-judgmental manner.
  • RSG advisers will see you on appointment basis only (appointments last a maximum of one hour).
  • any information you give us is confidential and will not be shared with external agencies unless:
    • you give your written consent for the sharing of information;
    • there is a legal requirement (either under statute or a court order) to disclose the information (for instance, notification of certain diseases to public health authorities); or
    • there is an overriding duty to the public (for instance, the information concerns the commission of a criminal offence or relates to a child or a vulnerable person in danger).
  • RSG is keen to empower service-users and to encourage them to take responsibility for their own lives. Advisers will contact third parties on your behalf but you should try all appropriate communication channels first.
  • RSG staff will work efficiently and effectively within available resources. We will respond to enquiries and requests for information as quickly as practicable and will endeavour, where possible, to notify you of any delays due to high volumes of enquiries, resourcing issues or the complexity of the issue.
  • On the rare occasion we may need to cancel or re-schedule your appointment, we will endeavour to give you as much notice as possible in the given circumstances.
  • If we cannot provide the service you need, because it would require us to act beyond either our authorisation or our organisational resources, we will inform you of this and, where possible, will do our best to signpost you to another provider.
  • RSG will consider any reasonable adjustments that may be necessary to facilitate accessibility for disabled service users.
  • RSG staff will act upon input, suggestions and feedback from service users to support continuous improvement.

What RSG Advice Services expect from you

  • To treat all RSG staff with respect, and to approach advisers in an honest, open and respectful manner
  • Be punctual – appointments are one hour long and we will not be able to see you beyond this one-hour allocated slot.
  • Book your appointments by calling our reception 0790 388 3748 on Tuesday from 10.00-11.00am.
  • The number of appointments is limited; appointments are allocated on first call first served basis.
  • Please note that we are NOT able to see clients who do not have a booked appointment.
  • You are asked to keep to your appointments; if you are unable to attend please call us on 0207 511 0800 to cancel the appointment; there is a limited number of appointments every week and the demand is very high; if you do not attend you are wasting valuable advice time that could be given to someone else.
  • To make a commitment to the course of action agreed with an adviser.
  • To inform us if your contact details change, e.g. address, telephone number; it is your responsibility to give us an up-to-date contact telephone number when booking your appointment should we have to cancel or re-schedule your appointment.

Your personal data

  • In order to effectively provide you with advice, we will need to collect and process your personal data as part of your use of our service.
  • We will ask that you provide us with your contact details, and, where relevant to your particular case, we may also ask that you provide your date of birth, National Insurance number, details of benefits receipt, landlord details, employment details and health and disability status.
  • Where relevant to your case, and only with your explicit consent, we may share your data with the Department for Work and Pensions, housing department, social service department, homeless person’s unit, health services, Jobcentre Plus, debt collecting agencies, third sector agencies and NGOs, education providers, children’s centres, youth services providers, safeguarding boards, youth probation services, solicitors and courts.
  • Please note that your files may need to be accessed by an approved third party (e.g. Advice Quality Standard or Information Commissioner’s Office) for auditing purposes.
  • Data is stored in our password-protected online database and in lockable filing cabinets.
  • Electronic and hard copy files will be held for 6 years after your last contact with RSG, after which they will be deleted or shredded. 

Your rights

  • Service Users can request to see what information is held on file through a written request and will receive this information, free of charge, within one month of request.
  • If RSG holds any incorrect information on Service Users, they have the right to request (either verbally or in writing) that all errors are rectified. This will be completed within one month of request.
  • Service Users can request (either verbally or in writing) that RSG delete all data held on them. This will be completed within one month of request.