All clients and users of the Service must follow the procedures listed below:

Fire and First Aid Procedures
In the case of an emergency, the Service Manager or representative will give clear information about their fire and first aid procedures.

Reporting a cancellation of an Appointment
If you cannot keep an appointment, you should notify the Service by telephone as soon as possible. In the case of repeated cancellations, the Service reserves the right not to accept any future appointments.

There may be instances when the Service may have to cancel an appointment made by you. In this respect, the Service will telephone you with an explanation and offer you an alternative appointment or make alternative arrangements to meet your learning needs.

Complaints Procedures
The IAG Service aim to provide a quality information, advice and guidance service for the diverse communities in Hackney and to be open about the Service delivery.

If you feel you have not been treated fairly, or are not satisfied with our services, or want to make comments or suggestions about our Service provision, please let us know or use one of the feedback forms available in all counselling rooms and at the reception area.

If you are unhappy with the service you have received and require information about the Complaints Procedure, please contact us.