All our clients are entitled to:

Information on:

*Jobs, careers, education and training, labour market trends, how to find and keep a job, benefits, training allowances and grants.

Guidance to help you:

*Plan your future career.

*Identify appropriate employment,training and education opportunities.

*Make suitable decisions.

*Write a personal career plan.

*Review your plan and put it into action.

Practical help with:

*Finding suitable placements into education, training or employment for young people .

*We promise to *treat you fairly with courtesy and respect.

*Ensure that all information you are given is accurate and up to date.

*Offer you guidance that is independent and in your best interests.

*Help you take advantage of all opportunities available to you whatever your age, capability, gender, ethnicity or special need.

*Deal promptly and fairly with any complaints you may have.

Our Service Standards

Callers at careers centres:

*Will be seen within 10 minutes. Any delay will be explained and a new time given.

*If the person you want is not there you will be given an appointment within 5 working days

*Staff will wear name badges at all times.

* Phone calls to careers centres:

*Will be answered within 4 rings.

* Letters to careers centres:

*Will be replied to within 5 working days. If more time is needed for a complete reply to be given, an acknowledgement will be sent within 5 working days, with date given for the full reply.

* People in full-time education.

*Will be given a careers interview within 5 working days of requesting one.

*Will be sent a typed copy of the Career Plan within 15 days of the interview.

* People asking for careers information.

*At the careers centre, will be given a free copy immediately.

*By post or telephone, will be sent free information within 5 working days.

* Parents - if you request an interview with your son/daughter's careers adviser, you will be given an appointment within 10 working days.

Compliments, comments or complaints.

*We welcome comments from you at any time. If you are not satisfied with our service, we would like to hear from you.

*Contact your nearest careers centre and speak to any member of staff, who will do their best to sort out your problem straight away.

*If you don't feel your complaint has been dealt with properly, please get in touch with the careers centre Regional Manager by letter, telephone or in person. The Regional Manager will get back to you within seven days.

*If you are still not satisfied, please get in touch with the Head of Operations at our Head Office. She will investigate your complaint thoroughly and send you a full written reply within 21 days.

*If you are a young person and you don't want to complain yourself, ask someone else, like a teacher, parent or friend to contact us on your behalf.