Customer Care Policy

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Mercy Central in partnership with Christians Against Poverty (CAP) helps a wide variety of people, many of whom have suffered hardship or distress by reason of their social and/or economic circumstances.

Our aims when dealing with clients (or any other contacts) are as follows:

  • To provide a friendly service, showing respect, sensitivity and courtesy
  • To have knowledgeable staff and volunteers who are honest, polite, understand your needs and treat you fairly
  • To deal with your requests and enquiries accurately and efficiently
  • To respect your confidentiality
  • To offer an explanation if we can’t answer your request/enquiry
  • To deal with any problems efficiently and professionally, if they arise
  • To apologise if we make a mistake and do our best to put things right
  • To keep appointments on time and respond quickly and in a helpful manner
  • To treat with respect the people we help and the homes we visit

We believe that everyone should be treated with dignity and respect. As such, any form of verbal, written or physical abuse, or inappropriate behaviour towards our staff (including volunteers) is unacceptable and may result in the withdrawal of Mercy Central/CAP services.

Additionally, failure to cooperate with any reasonable requests for information or action required to progress your case may also result in Mercy Central/ CAP services being withdrawn.

We are committed to equality when delivering our services, regardless of our clients’ gender/sex, age, disability, sexual orientation, gender reassignment, marital/civil partnership status, race/ethnicity, religion or belief. We will also take reasonable steps, where possible, to help you access our services.

All services provided by Mercy Central/CAP are provided without charge to our beneficiaries.

We aim to provide excellent services that treat our clients fairly. If however, you feel dissatisfied with any aspect of our service, you can make a complaint by contacting us and letting us know what has happened. The CAP Complaints Procedure can be accessed via the CAP website.

(Policy approved by Mercy Central Trustees – 30.04.18)