Policies and procedures

Client feedback and complaints

We are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right. 

 

  • Client feedback and complaints

    We are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right. 

     

  • Equality and Inclusion Policy

    This policy sets out our approach to equal opportunities and the avoidance of discrimination at work. It applies to all aspects of working with and for us, including the working relationships with:

     

    • our colleagues where applicable (including recruitment, pay and conditions, training, appraisals, promotion, conduct at work, disciplinary and grievance procedures, the working environment generally as well as the termination of employment);
    • our clients, such as how we take on new clients and work;
    • suppliers of goods and services to us and to our clients, including instructing barristers and experts;
    • third parties and their representatives.

     

    It applies to all of our staff and also informs our development of policies and procedures and our operational practices.

  • Client Communication Policy

    It is Conviction’s aim to help people access, navigate and have a voice in the Criminal Justice System.

     

  • Compliments and Complaints Policy and Procedure

    Conviction is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.