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customer charter
ECCA provides business support to students and graduates of the University of the Arts London, and to creative businesses based in London. The following customer charter relates to individuals and businesses from those groups that have registered through the ECCA website. Where an individual or business does not meet these criteria, ECCA will endeavour to signpost to relevant services where possible.
In the ECCA Service Charter, 'ECCA' refers to staff employed by ECCA, freelance consultants and business advisers. 'ECCA members' refers to those individuals and businesses that have registered through the ECCA website.
ECCA's role and responsibilities
ECCA will:
- Treat all members equally regardless of business experience, age or background. ECCA is part of the University of the Arts London and therefore adheres to the University's Equal opportunities policy
- Deliver impartial and independent information and advice.
- Respond promptly to complaints using the correct procedure as outlined below.
- Strive for continuous improvement as a result of member feedback and suggestions
- Respect the integrity of members' personal information, and not pass any to third parties (please see Legal disclaimer on further details on the information that is stored by ECCA)
- Respect the confidentiality of all members, especially with regards to advice queries.
- Ensure professional conduct with members in relation to delivery of services, cancellations of events and appointments and where any payments may be involved.
- Not knowingly providing false or inaccurate information (please see Legal
disclaimer)
Your role and responsibilities
ECCA members must:
- Respect the time and resources of ECCA
- Ensure that they turn up to appointments and events on time
- Act in a professional manner when accessing ECCA's services
- Not submit any illegal or offensive material to the ECCA website or via other communication channels
- Cancel appointments and events in advance through the website if unable to attend (please see Black mark system below)
- Provide feedback to ECCA when attending advice sessions and/or events
- Help ECCA monitor impact of services and continuous improvement by responding to feedback requests such as annual surveys and questionnaires.
- Respect other members when engaging in ECCA activities (events and projects) in terms of confidentiality, time and resources and intellectual property.
- Not knowingly provide false or inaccurate information about their business, other service provider or other ECCA
member.
Quality of service
ECCA offers a professional and impartial business support service, with focus on the creative arts. Although ECCA does not provide discipline specific support, we endeavour to deliver a service that demonstrates an understanding of the creative process and the particular issues affecting creative practice.
Text reminders and e-mail confirmation
After booking for any appointment or event, members will automatically receive an e-mail reminder of the date, time and location 5 days before the event. At the time of booking, members can also choose to opt-in to a SMS reminder service, which will allow the member to receive a text message 1 day before an event or appointment.
Cancellations of events or advisor appointments
We will ensure that members are contacted, where contact details are available, in advance of any cancellation of appointments or late arrival of advisors. In relation to events, all attendees will receive e-mail confirmation of any cancellation. Unfortunately we cannot guarantee to contact all event attendees via telephone.
Black mark system
ECCA operates a black mark system that monitors the number of times a member misses an appointment or event without first cancelling through the website. If a member receives more than three black marks, they will be suspended from ECCA's services.
Complaints procedure
If you have complaint about any aspect of our service, please put your concerns in writing, addressed to the Project Director and send to info@ecca-london.org. We will acknowledge receipt of your complaint within 4 working days and respond accordingly within 14 working days from the receipt of your complaint.
Queries
Please address any queries to info@ecca-london.org. We will acknowledge any query within 7 working days and respond accordingly within 14 working days from receipt of the query.
Feedback and suggestions
ECCA are always keen to hear your suggestions on how we can improve our services. If you would like to feedback on any activity, please contact us at info@ecca-london.org.
Accessibility
The ECCA website is intended to be clear and accessible to all. If you have any problems accessing any part of our website, please contact us for assistance. Any technical issues with the website will be acknowledged within 2 working days and dealt with as soon as possible.
Data protection
All information within advice sessions is treated as confidential. Members information is held on the website securely and is only used by ECCA for internal monitoring purposes. In these instances, individual members details are not provided unless agreed in advance with the member. See Privacy Policy for further information.
Termination of membership services
ECCA reserves the right to deactivate any membership where an individual/company does not fulfil the responsibilities outlined above. A member will always be informed of ECCA's reasons for this. A member reserves the right to appeal against membership deactivation by outlining this in writing to the Project Director within 7 days. We will acknowledge receipt within 4 working days and respond accordingly within 14 days from the receipt of the appeal.
ECCA reserves the right to amend this charter accordingly, and members will be informed of any changes via the e-newsletter.