Further information

Ensuring quality

Because ASA's membership includes most of the major UK advice networks, our services are informed by the experience of a wide range of service providers.
We routinely consult the Legal Services Commission (LSC) and our member networks to ensure that our briefings are accurate and up-to-date. If required, we also seek expert comment from other organisations. A Project Advisory Group, whose membership includes representatives of our members and the LSC, provides advice on the content, quality and development of our service.

Contributing to policy

ASA represents the advice networks in discussions with the LSC and other government bodies concerning the development of the Quality Mark, Legal Aid contracts and other aspects of the CLS. CLS Support gathers and analyses information drawn from users' enquiries to feed into this process.

User feedback

We want our services to be relevant and responsive to the needs of users, and we therefore encourage you to give us your views on ways to improve delivery and content.
 
All of our briefings contain a user feedback form. We also analyse participant evaluations of all of our training events. From time to time, we consult users on particular aspects of our service, for example through surveys.
 
We welcome general feedback, so please contact us on cls.support@asauk.org.uk if you have any comments and suggestions.

Confidentiality

We treat all information provided to us as confidential, and we will never divulge it to any third party in a form that may identify your organisation without your prior permission.

Equal opportunities and access to services

We aim to provide a service that is accessible to all our users. A text phone is available on the same telephone number as the consultancy line. Please contact us if you require briefings in a different format such as on disk or large print, or if you have any other difficulties accessing our services.

Funding and independence

CLS Support is funded by the LSC, which checks the factual accuracy of our briefings before publication. However, the service we provide is independent of the LSC.

Complaints

We operate a complaints procedure for users who are dissatisfied with access to service, how the service is delivered or the quality of service provided.
The procedure operates at two levels:

• initially by means of informal complaint to the project adviser concerned
• if the issue cannot be resolved at the initial stage, through a verbal or written complaint to the CLS Support Director.

All complaints are recorded and regularly reviewed by the CLS Support Director to identify any issues that need to be addressed.
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