The Migrant Children’s Project advisers will treat all callers with courtesy and respect and they will use their skills to offer the most appropriate information and advice, as needed.
Whether you contact us by phone or email we want to do our best to offer you the help, support and information you are looking for:
- Our service is free and we provide independent legal advice free of charge to anyone contacting the Migrant Children’s Project
- If we are unable to provide advice, we will signpost you to another organisation that may be able to help.
- Advice provided through the line should not be seen as a substitute for full legal advice and/or representation.
- Our service is confidential. This means that we will not disclose any personal information without the caller’s consent.
- The only exception is when we have reasonable cause to believe that a child or other person is suffering or is likely to suffer significant harm and in such circumstances we will work within our Confidentiality Policy and procedures and encourage the caller to take steps to protect the child or person concerned.
- We aim to answer your call as soon as possible when the advice line is open. However, we receive many calls and sometimes it will not be possible to get through. We strongly advise those who are able to send us an email instead if possible.
- We have a procedure for responding to queries by email. We aim to respond to an email query within three working days and no later than five working days.
- We have a complaints procedure for the Migrant Children’s Project advice line which we will send to callers who wish to complain.
- In addition to any complaints, we welcome any suggestions or ideas on improving the service – please complete our online survey.