Family Rights Group’s advice service is free, independent and confidential (but see our Confidentiality and protection of children and vulnerable adults policy for more information).
The information and advice in the Get help and advice section of our website is intended for guidance only. We make every effort to keep it up to date. But it should not be used as a substitute for legal advice. Or for individual advice about a case. Please note that all information is about the law in England only.
Our advice and advocacy service commitment to all users of Family Rights Group’s services
We aim to:
- Always be polite to you
- Treat you in a non-judgemental way
- Make our services as easy to use as possible
- Answer your query to the best of our ability
- Respond to your feedback about our services whenever possible
- Contact you within three working days to discuss any complaints you may have
- Only collect data about you that is necessary for us to provide a good service and to keep any data we hold about you safely and securely (see our Telephony service data protection policy and our Advice forums privacy policy for more information).
Our service commitments to advice line callers
We aim to:
- Answer your call within 10 seconds
- Signpost you to appropriate sources of advice and information.
Our service commitment to users looking for advice by letter
We aim to:
- Answer your letter within three working days.
Our service commitments to users looking for advice via our advice forums
We aim to:
- Respond to forum requests for advice within three working days
- Activate forum users’ accounts within one working day
- Have a moderator presence on the discussion board five days a week.
Quality Standards
Family Rights Group’s telephone advice service is a member of The Helplines Partnership.
Helpline translation service
Family Rights Group is a member of Language Line and can provide access to an interpreter for non-English speaking callers.