Do you have a suggestion or complaint about Scottish Refugee Council? If you would like to make a suggestion or complaint about Scottish Refugee Council, then you should speak to one of our advisers or complete our complaint form available from our office. Completed forms should be returned to our office. Your suggestions are also welcome and may be submitted to our suggestion box located in our office. Completed by Scottish Refugee Council adviser: Your name: File logic reference: NASS or Home Office reference: Important: Bring this leaflet, your Home Office papers (IND) and any other documents related to your case when you come to our office. It will help us to help you. Who are we? Scottish Refugee Council is a charity that provides advice, information and assistance to refugees and those seeking asylum in Scotland. We are not part of the UK Government or Home Office. We provide a confidential and independent service. Opening Times Monday: 9:30 -13:00 and 14:00 -16:00 Tuesday: 9:30 -13:00 and 14:00 -16:00 Wednesday: 13:00 -16:00 Thursday: 9:30 -13:00 and 14:00 -16:00 Friday: 9:30 -13:00 and 14:00 -16:00 5 Cadogan Square Glasgow G2 7PH Tel: 0800 085 6087 (calls free from landlines, not from mobiles) Website: www.scottishrefugeecouncil.org.uk Scottish Refugee Council, 5 Cadogan Square, (170 Blythswood Court), Glasgow G2 7PH Tel: 0141 248 9799 Fax:0141 243 2499, www.scottishrefugeecouncil.org.uk Scottish Refugee Council is a charity registered in Scotland. Registered Charity: SC008639 OISC Reference: N2000100084 How we can help February 2009 How we can help If you are seeking asylum in Scotland we can: • Talk to you about money and housing • Speak to the Home Office on your behalf • Advise you about your rights and your entitlements • Help explain important documents • Assist you to complain if you do not get the help you are entitled to • Provide you with information about refugee and other local community organisations in your local area • Help you to report attacks, harassment or abuse • Refer you to other specialist agencies if we cannot help If you prefer to speak with a male or female adviser or interpreter, we will do our best to arrange this. Remember we cannot: • Represent you in your asylum claim. Only a qualified immigration adviser can do this. However, we can help you find a qualified legal representative. • Provide accommodation. But we can help you apply for any accommodation you are entitled to. If you have received a positive decision on your asylum claim we can still help you. We can: • Assist you in accessing employment, training, volunteering and education • Offer free workshops to help you manage your money and understand your financial options • Help you to move on from Home Office accommodation • Help you to apply to a housing association or local authority • Explain your rights as a tenant in rented accommodation • Discuss your options if you want to move to another area Our office can get very busy. In order to help everyone, we need your cooperation. How to use our services Appointments • You must have an appointment to speak to an adviser. • Call our advice line to make an appointment: Tel: 0800 085 6087 (free to call from land-line, not from mobile) • Be on time for your appointment. If you are late, we will probably not be able to see you and will need to arrange your appointment for another day. • If you come to our offices without booking an appointment, we may be able to see you on that day if it is an emergency, but you may have to wait for a long time. • Every case is different and some are more urgent than others. This means that some people who come to the office after you may be seen first. Interpreters • We advise against using friends or family to interpret. • If needed, we will book an interpreter and pay for their time. • If you cannot come to your appointment, phone to cancel. We are a charity with limited funds. If you are late or miss your appointment, we still have to pay the interpreter. • If you have problems with an interpreter we provided, tell us. Children • Children are welcome in our office but you may find it easier to talk to an adviser if they are not with you. • We cannot look after your children while you are seeing an adviser. Your children are always your responsibility. • We have baby changing facilities at our office. Acceptable behaviour • We understand how confusing and stressful things can be. However, it is unacceptable for our staff or clients to experience threatening behavior, intimidation or attack. • Behaviour of this kind may result in a ban from our office and services.